At a Glance
- Tasks: Lead user engagement for Citywire’s subscription products and drive client success.
- Company: Join Citywire, a leader in the asset management industry with a collaborative culture.
- Benefits: Generous holiday, flexible working, well-being support, and competitive pension scheme.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping clients maximise value from our innovative tools.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
We're looking for a Customer Success Manager to take the lead on driving user engagement across Citywire’s subscription products. Working with over 500 asset management accounts, your mission is to ensure our clients unlock maximum value, embed our tools into their daily workflows, and build an airtight foundation for commercial renewals. You will inherit and scale our active HubSpot engagement programme, pairing automation, web analytics, and AI tools to reach the right users at the right time. Along the way, you will build a community of product champions among our most engaged users and bring their insight back into product development.
What you'll be doing:
- Taking charge of Citywire’s HubSpot sequences and workflows - regularly updating cadence, copywriting, and segmentation to keep communications engaging and relevant.
- Analysing web traffic and platform usage across 500+ subscriber accounts to identify under-engaged users, enrolling them in automated, AI-assisted outreach to lift usage.
- Partnering closely with sales and account management teams ahead of renewal dates, providing usage data and demonstrating clear ROI to protect account retention.
- Rolling out targeted onboarding and engagement journeys across recently paywalled sites and new digital products.
- Hosting interactive client webinars, platform demos, and 1:1 video walkthroughs to onboard users and showcase our expanding data products.
- Identify super-users and nurture them into external product champions, capturing practical feedback to inform product development.
- Reporting on sequence performance, user engagement trends, and direct renewal impact to commercial stakeholders.
- Reviewing and evolving Citywire’s customer success strategy, defining the CSM roadmap to continuously improve user onboarding, product adoption, and long‑term retention.
What we're looking for:
- Proven Experience: Experience in customer success, account management, or lifecycle marketing (experience in B2B subscriptions, SaaS, or financial media is a distinct advantage).
- Strategic Mindset: Confident taking ownership of the customer journey, identifying gaps in adoption, and contributing directly to our customer success roadmap.
- HubSpot Proficiency: Hands‑on experience building and managing HubSpot workflows, automated sequences, and lists (or equivalent CRM/marketing automation platforms).
- Data‑Confident: Skilled at navigating web analytics and usage metrics to extract actionable insights and prioritise outreach.
- Tech & AI Savvy: Comfortable integrating AI tools into your daily workflow to research, write sharper copy, and automate routine tasks.
- Compelling Communicator: Strong written copy skills (you write emails people actually want to open) and confident presentation skills on video calls and webinars.
- Self‑Starter: Highly organised, commercially aware, and able to work independently in a fast‑paced environment.
- Industry Interest: An interest in asset management and financial services (experience with paid LinkedIn campaigns is a plus).
Our perks:
- Generous holiday entitlement: Start with 25 days per annum, increasing to 28 days after three years' service, and 30 days after five years' service, in addition to bank holidays.
- Flexible working options.
- Annual allowance for well‑being activities or gym memberships, with assistance available for monthly or annual costs.
- Eye‑test and glasses allowance.
- Competitive private pension scheme.
- Critical illness cover and group life assurance from day one of employment.
- Well‑being support: Access to an independent Employee Assistance Programme, available 24/7.
- Cycle to work scheme and annual travel card loans.
- Techscheme: Purchase the latest tech through our employer scheme, spreading the cost over 12 months with National Insurance savings.
- After two years of continuous service, access group income protection, private medical, and dental insurance.
Citywire is an equal opportunities employer.
Customer Success Manager Subscriptions · London · employer: Citywire
Citywire is an excellent employer for those looking to thrive in a dynamic and innovative environment. With a strong focus on employee development, you will have the opportunity to enhance your consultative selling skills while working alongside industry leaders in asset management. Our collaborative work culture fosters creativity and growth, making it an ideal place for ambitious individuals to make a meaningful impact in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager Subscriptions · London ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Citywire. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Citywire before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager Subscriptions · London ·
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Citywire:Your cover letter is your chance to shine! Tell us why you want to work at Citywire specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Citywire!
How to prepare for a job interview at Citywire
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
