Customer Success Manager in London

About us: Benchmark Mineral Intelligence (Benchmark) is the world’s leading IOSCO-regulated price reporting agency (PRA), proprietary data provider, and market intelligence publisher for the lithium-ion battery to electric vehicle (EV) supply chain. Our granular and expert focus on the entire supply chain makes us unique: from lithium and cobalt mining through to the manufacturing of cathode and anode functional materials, to battery cell and EV production. At Benchmark, we set the lithium industry’s agenda and benchmark its pricing. Our series of price assessments and data methodologies allow us to collect our proprietary data at source, creating data that is relied upon by the markets to make the multi-billion-dollar investment decisions that are driving the energy storage revolution.

Purpose: As Customer Success Manager, you will be the primary point of contact and trusted partner for a defined book of subscribers, responsible for driving maximum value realisation across our supply chain data, prices, and market intelligence products. Reporting into the Head of Account Management, you will own the full post-sale customer lifecycle, from structured onboarding through to ongoing engagement, health monitoring, and retention. You will proactively identify risks and opportunities across your book, produce regular reporting on the health and performance of the customer base, and work cross-functionally to ensure every subscriber achieves their desired outcomes with Benchmark’s services.

The role sits at the intersection of customer advocacy and commercial performance, requiring a balance of empathy, analytical thinking, and commercial acumen. This is a pivotal role in Benchmark’s subscriber retention and growth strategy.

Responsibilities:

• Design and deliver structured onboarding programmes for new subscribers, ensuring each customer is activated quickly, understands the full scope of their subscription, and is set up to derive measurable value from day one.
• Proactively manage a portfolio of accounts through regular touchpoints, business reviews, and value-check conversations, ensuring subscribers are consistently extracting maximum benefit from Benchmark’s service.
• Monitor and maintain customer health scores across the book, using engagement data, usage signals, and qualitative feedback to identify accounts at risk of churn or disengagement, and develop and execute timely intervention plans to address these risks.
• Identify and flag expansion and upsell opportunities across the subscriber base, working in close partnership with the Account Management team to surface commercially viable leads and support renewal conversations with robust evidence of value delivered.
• Produce regular, data-driven reports on the customer base for the Head of Account Management, covering metrics such as customer health, onboarding progress, engagement trends, renewal pipeline status, and net revenue retention; translate findings into clear recommendations.
• Act as the voice of the customer internally, channelling product feedback, workflow pain points, and feature requests to Product and Editorial teams in a structured and evidence-based manner to inform roadmap prioritisation.
• Maintain accurate and up-to-date records of all customer interactions, health indicators, and success milestones within the CRM, ensuring data integrity and visibility across the wider commercial team at all times.
• Design and deliver tailored training sessions, webinars, and use-case demonstrations to deepen subscriber engagement with Benchmark’s products, ensuring customers are leveraging the full breadth of their subscription.
• Continually develop deep expertise in Benchmark’s product suite and stay abreast of developments across the critical mineral, battery, and EV supply chain markets to enhance the quality and credibility of customer interactions.

Qualifications / Experience:

• Proven experience in a Customer Success, Account Management, or client-facing role within a B2B subscription or SaaS environment, with a demonstrable track record of managing a portfolio of accounts and driving retention outcomes.
• Experience using CRM platforms (e.g. Salesforce, HubSpot) and customer success tooling (e.g. Gainsight, Totango, or similar) to track health scores, manage tasks, and report on portfolio performance.
• Demonstrated ability to analyse customer usage and engagement data to draw actionable insights, build compelling business cases, and present findings clearly to stakeholders at all levels.
• Experience working within or alongside a price reporting agency, financial data publisher, market intelligence provider, or B2B media/publishing business would be a significant advantage.
• Familiarity with commodity markets, energy transition supply chains, or financial data workflows is desirable but not essential; a strong aptitude for learning complex subject matter quickly is equally valued.

Personal Characteristics:

• Exceptional communicator, both written and verbal, with the confidence to engage stakeholders from day-to-day users through to C-suite executives and the clarity to translate complex data and market intelligence into tangible business value.
• Genuinely customer-centric, with a natural ability to build trusted, long-term relationships; you listen deeply to understand client workflows and goals, and take ownership of outcomes rather than simply fulfilling requests.
• Analytically minded, with comfort working with data to monitor trends, build reports, and identify patterns of risk or opportunity across a portfolio; you make decisions based on evidence and communicate insights with clarity and confidence.
• Commercially aware and proactive, with an instinct for spotting expansion opportunities and the professional credibility to raise them at the right moment in the customer relationship.
• Highly organised with the ability to manage a broad and varied portfolio simultaneously, prioritising effectively across competing demands from customers and internal stakeholders without losing attention to detail.
• Adaptable and resilient, thriving in a fast-moving environment where subscriber needs, market dynamics, and internal priorities can shift rapidly.
• Process-driven with a continuous improvement mindset; you actively look for ways to systematise success, build scalable playbooks, and enhance the tools and workflows the team uses.
• A collaborative team player who builds strong internal relationships across Account Management, Product, Editorial, and Operations, acting as a connector between customer needs and business capabilities.
• Curious and intellectually engaged, with a genuine interest in the energy transition, critical minerals, or commodity markets and a drive to deepen expertise over time.

Benefits include:

• Competitive Salary & Commissions
• 25 Days Holiday (fixed) + 1 day off for your Birthday
• 2 Mental health days per year
• Statutory Pension Contribution
• Staff social events