Customer Success Manager (London)

About FGE NexantECA

FGE NexantECA is a global data, analytics, and insights business focused on the energy and chemicals sectors. We help clients make better decisions, using high-quality data, robust models, and clear, evidence-based analysis. We operate across the full energy and chemicals value chain from oil, gas/LNG, and NGLs to chemicals, low-carbon fuels, and green molecules. We work at the forefront of fuels and chemicals transition, to deliver a lower carbon world, developing thought leadership and solutions to guide our clients to their greener futures. Our strength lies in combining robust data, deep understanding of market fundamentals, and technical expertise. Through our consulting services, we assist clients with strategic planning, project feasibility, and technology evaluation. Complementing this, our insights and analytics offerings provide comprehensive forecasts and market analyses, while our training programs equip professionals with the knowledge to navigate this complex landscape. Our culture is built on high standards, analytical rigour, and honest, useful advice. We work globally, value diverse perspectives, and are committed to the growth of our people and the impact we deliver for our clients.

The Role

Following a recent merger, FGE and NexantECA, leading consulting companies specializing in energy markets, are expanding our London Customer Success Department. We are looking for an exceptionally client-focused, commercially aware Customer Success Manager to take ownership of a portfolio of clients within FGE NexantECA’s energy and commodities business. This is a relationship-first role; your primary mission is to ensure that every client in your portfolio realises meaningful, measurable value from their partnership with us, and that they remain committed, loyal advocates for the long term. You will be the client’s primary point of contact, supporting a frictionless client experience from onboarding through to renewal. You will be expected to understand your client’s strategic objectives, their organisational priorities, their internal pressures, and the individuals who shape decisions. That knowledge is what makes everything else possible: proactive outreach, well-timed engagement, and the orchestration of the right internal experts at the right moment. Equally important is your role as the voice of the customer inside the business. You will bring client insight, sentiment and feedback into every relevant conversation from product development to marketing to leadership and help build the kind of customer-first culture that distinguishes a truly great organisation from a good one.

Job Requirements

• Essential: 3–7 years of experience in a customer success, account management or client services role, ideally within energy, commodities, data, analytics or professional services.
• A demonstrable track record of retaining and growing a portfolio of B2B accounts, including managing renewal processes and navigating at-risk situations.
• Experience building relationships at multiple levels within client organisations, including engagement with senior and C-suite stakeholders.
• Strong commercial awareness comfortable understanding contract values, renewal timelines, and the commercial implications of client health.
• Experience orchestrating internal resources to support client engagements, including cross-functional collaboration with technical, research or consulting teams.
• Proficiency with CRM platforms (HubSpot or equivalent) and customer success tools such as Gainsight, Totango or ChurnZero.

• Desirable: Direct sector experience in energy and commodities particularly gas, oil, LNG or the energy transition.
• An existing familiarity with the client landscape is a significant advantage.
• Familiarity with energy data products, market intelligence subscriptions, price reporting or analytics services within the gas, oil or commodities sector.
• Experience designing or facilitating client advisory boards, executive roundtables or structured business reviews.
• Exposure to formal customer success methodologies or frameworks such as CSCP, Gainsight’s methodology, or similar.
• Experience contributing to or leading voice-of-customer programmes, including NPS design, client research or feedback initiatives.
• Degree-level education in business, social sciences, information management or a related discipline or equivalent professional experience.

Job Responsibilities

• Client Retention & Relationship Management: Own a defined portfolio of clients with full accountability for retention, satisfaction and commercial health. Build deep, multi-threaded relationships across each account engaging day-to-day users, senior stakeholders and executive sponsors in parallel. Develop and maintain individual account plans for each key client, documenting strategic objectives, relationship maps, risk indicators and growth opportunities. Conduct regular structured business reviews quarterly as a minimum that clearly demonstrate value delivered, align on upcoming priorities and reinforce the strategic partnership. Proactively identify and manage renewal risk well in advance, flagging concerns early and mobilising internal support before they threaten retention. Track and report on a defined set of client health metrics including engagement scores, usage trends, NPS and renewal likelihood.
• Proactive & Organised Client Outreach: Maintain a structured, planned outreach calendar for every account ensuring no client goes without meaningful contact beyond a defined threshold. Lead proactive outreach that is relevant, well-timed and personalised not reactive check-ins. Every touchpoint should add value from the client’s perspective. Anticipate client needs by monitoring their business context, sector developments and platform usage, and bring relevant insight or recommendations before the client asks. Manage a disciplined cadence of communication across email, calls, on-site visits and digital channels adapting frequency and format to the needs of each account. Ensure all outreach activity, account notes and client interactions are captured accurately and consistently within the CRM.
• Orchestrating Subject Matter Expertise: Act as the conductor of internal expertise identifying when a client conversation requires the involvement of a senior researcher, data consultant, product specialist or member of the leadership team. Brief internal experts thoroughly before client engagements, ensuring they arrive with full context and clear objectives, and debrief after to capture commitments and actions. Build strong working relationships with the consulting, research and product teams so you can access the right expertise quickly and credibly. Use thought leadership, insight reports and senior engagement strategically to deepen client relationships and demonstrate the full breadth of the organisation’s capabilities. Organise and facilitate client workshops, roundtables and advisory sessions that bring clients into closer partnership with our internal experts and strategic thinking.
• Voice of the Customer: Serve as the primary conduit between the client base and the business systematically capturing, synthesising and communicating client feedback, sentiment and unmet needs. Champion the customer perspective in internal discussions around product development, pricing, service design and strategic direction. Contribute to the development of a company-wide customer-first culture by sharing client stories, case studies and outcomes that bring the client’s world to life internally. Work closely with product and research teams to translate client feedback into actionable input for the roadmap, and close the loop with clients when their input has shaped a decision. Lead or contribute to the design and execution of client satisfaction and NPS programmes, ensuring findings are shared broadly and acted upon.
• Commercial Growth & Expansion: Identify and qualify organic growth opportunities within your existing account base including upsell, cross-sell and contract expansion and work collaboratively with the sales team to bring these to fruition. Ensure all clients are fully aware of the breadth of the product and solutions portfolio, and proactively connect unmet needs to relevant offerings. Prepare and present compelling renewal proposals and account development plans that reinforce value and lay the groundwork for long-term commitment. Contribute to retention forecasting and provide accurate, timely input into commercial pipeline reviews.
• Internal Collaboration & Contribution: Partner closely with the sales, product, data and marketing teams to ensure a seamless and consistent client experience at every touchpoint. Support the onboarding of new clients, working with implementation and product teams to ensure a smooth, structured start to the partnership. Participate actively in team meetings, account reviews and culture initiatives contributing insight, best practice and a constructive, solutions-focused perspective. Mentor and support less experienced members of the customer success team, sharing knowledge and helping raise the collective standard.

Job Benefits

WHY US?

• Competitive salary
• Hybrid working policy
• Fantastic career progression

NEXANTECA LIMITED (registered company number 03851671) is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, colour, religion or religious creed, age, sex, gender identity, sexual orientation, physical or mental disability, marital status, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law. We reserve the right to establish your eligibility to work in the UK either via relevant working permits or proof of residency.