Customer Success Associate

Who we are

We are an organisation that exists to drive progress. That's the “red thread” that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity. 

The Role

We are seeking a Customer Success Associate to join our expanding Customer Success team, with a focus on supporting B2B subscription clients across the Central Europe, Middle East, and Africa (CEMEA) region. This position presents an excellent entry-level opportunity for a highly organised and proactive individual who is eager to develop a career in customer success.

The successful candidate will serve as the primary point of contact for a large portfolio of small business clients. The role involves ensuring that clients derive maximum value from their subscriptions to The Economist, with responsibilities spanning onboarding, renewals, and ongoing account management.

Key Responsibilities: 

Account Management: 

• Manage a large portfolio of small subscription clients across the CEMEA region.
• Serve as the main point of contact for day-to-day client needs and relationship management.
• Oversee the full customer lifecycle - from onboarding to renewal

Customer Support & Engagement:

• Respond promptly to client queries related to access, account setup, billing, and user management
• Provide clear and helpful guidance to ensure clients get full value from their subscriptions
• Deliver a high-quality customer experience through proactive communication

Renewal & Retention:

• Lead the end-to-end renewal process, ensuring timely contract completion
• Monitor account activity and usage to identify at-risk accounts
• Engage clients to drive continued subscription value and reduce churn

Internal Collaboration: 

• Work closely with Sales, Product, and Support teams to share feedback and resolve issues
• Suggest improvements to internal tools and workflows to support scalable customer success operations

#LI-Hybrid 

What we offer

Benefits
We offer excellent benefits including an incentive programme, generous annual and parental leave policies, volunteering days and well-being support throughout the year, as well as free access to all Economist content. Country specific benefits are also offered.

Our Values
Our values are a collective set of beliefs and behaviours that strengthen The Economist Group's purpose and demonstrate where we want to be as an organisation. They reflect on our mission to pursue progress for individuals, organisations and the world.

Independence
We are not bound to any party or interest and encourage exploration and free-thinking. We champion freedom, both within our organisation and around the world.

Integrity
We are bold in our efforts to uncover the truth and stand up for what we believe in. We inspire trust through our rigour, fact-checking and transparency.

Excellence
We aspire to the highest standards in all we do. We are ambitious and inquisitive in our pursuit of continuous progress and innovation.

Inclusivity
We value diversity in thought and background and encourage healthy debate with a breadth of perspectives. We treat our colleagues and customers fairly and respectfully.

Openness
We foster a collaborative and empathetic culture conducive to the interests, wit and initiative of our colleagues. New ideas are our lifeblood.

The Economist Group values diversity. We are committed to equal opportunities and creating an inclusive environment for all our colleagues and potential colleagues regardless of ethnic origin, national origin, gender, gender identity, race, colour, religious beliefs, disability, sexual orientation, age, marital status or any other status.