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- Tasks: Lead a team to enhance customer success and engagement with FT digital subscriptions.
- Company: Join the Financial Times, a globally recognised leader in news and journalism.
- Benefits: Enjoy flexible remote work, generous leave, medical cover, and gym memberships.
- Why this job: Be part of a collaborative culture that values diversity and personal growth.
- Qualifications: 3+ years in Customer Success leadership with strong analytical and communication skills.
- Other info: Embrace innovation and technology while working in a fast-paced environment.
The predicted salary is between 48000 - 72000 £ per year.
Job Description
London
About Us
The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.
At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.
In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.
Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.
Build a newsworthy career at the FT.
Our Commitment to Diversity, Equity and Inclusion
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.
The Role
We are seeking aHead of B2B Customer Success UKI & Specialisationto join our London-based FT Professional team. This role will be responsible for driving engagement with FT digital group subscriptions across the government, corporate and education sectors. You will manage and develop a team of Customer Success Managers, ensuring customers realise long-term value from their FT.com investment while contributing to the fulfilment of our regional and global business objectives.
Key Responsibilities
Manage a team of Customer Success Managers and a Team Leader to deliver excellent customer journeys from onboarding through to renewal.
Analyse regional trends and data to find opportunities that support customer success and B2B objectives.
Provide insights and recommendations for regional L&D, operations planning and strategy.
Coach and support the team to deliver against both regional and global CS critical metrics.
Strategically segment, allocate and review key accounts to achieve FT Professional business goals.
Build a strong understanding of how FT products are used across organisations, industries and geographies.
Provide expertise on FT content, tools and delivery solutions to both customers and internal teams.
Lead internal projects to deliver strategic outcomes such as product fulfilment and market development.
Required Skills and Experience
3+ years of experience minimum in leading a Customer Success team.
Strong knowledge of the customer journey from a Customer Success perspective.
Background in customer-facing roles (e.g. account management, sales) with a customer-centric approach.
Proven ability to drive and measure customer subscription value.
Skilled at collaborating and influencing across teams.
Experience managing complex projects across multiple partners.
Goal-oriented, with experience setting objectives and measuring results.
Strong analytical attitude with the ability to prioritise using data.
Experience working with clients of all sizes and aligning product features to customer needs.
Excellent written and verbal communication and presentation skills.
Comfortable working in a fast-paced, high-growth environment.
Strong initiative, curiosity and digital fluency.
Experience collaborating with cross-functional teams to deliver customer priorities.
Track record of strategically managing internal and external relationships.
Knowledge of multiple geographic markets or industry sectors.
Background in digital subscriptions, IT services or SaaS.
Familiarity with Salesforce.com.
What’s in it for You?
Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are availablehere .
We’ve embraced a hybrid working model that promotes flexibility, including remote work options. We will support specific flexibility requests for all roles where feasible.
Accessibility
We are a disability confident employer and a Valuable 500 signatory.
Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.
Further Information
At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.
Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.
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Head of B2B Customer Success UKI & Specialisation (12-month FTC Parental Cover) employer: Financial Times
Contact Detail:
Financial Times Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of B2B Customer Success UKI & Specialisation (12-month FTC Parental Cover)
✨Tip Number 1
Familiarise yourself with the Financial Times' products and services. Understanding how their digital subscriptions work and the value they provide to different sectors will help you articulate your insights during interviews.
✨Tip Number 2
Network with current or former employees of the Financial Times, especially those in customer success roles. They can provide valuable insights into the company culture and expectations for the Head of B2B Customer Success position.
✨Tip Number 3
Prepare to discuss your experience with data analysis and how you've used it to drive customer success in previous roles. The ability to demonstrate a strong analytical mindset will be crucial for this position.
✨Tip Number 4
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight your coaching methods and how you've helped team members achieve their goals, as this is a key responsibility of the role.
We think you need these skills to ace Head of B2B Customer Success UKI & Specialisation (12-month FTC Parental Cover)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and team management. Emphasise your ability to drive customer engagement and subscription value, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with the Financial Times' mission. Mention specific achievements that demonstrate your leadership skills and analytical abilities.
Showcase Relevant Skills: Highlight your experience with data analysis and project management. The role requires strong analytical skills, so provide examples of how you've used data to drive decisions and improve customer journeys.
Prepare for Potential Questions: Think about how you would answer questions related to managing customer success teams and driving engagement. Be ready to discuss your approach to coaching team members and aligning product features with customer needs.
How to prepare for a job interview at Financial Times
✨Understand the Customer Journey
Make sure you have a solid grasp of the customer journey from a Customer Success perspective. Be prepared to discuss how you would enhance customer experiences and drive engagement with FT digital group subscriptions.
✨Showcase Your Leadership Skills
As this role involves managing a team, highlight your experience in leading Customer Success teams. Share specific examples of how you've coached and supported team members to achieve their goals.
✨Demonstrate Analytical Thinking
The role requires a strong analytical attitude. Be ready to discuss how you've used data to identify trends and opportunities that support customer success and business objectives in previous roles.
✨Familiarise Yourself with FT Products
Research FT's products and services thoroughly. Understanding how these are used across different sectors will help you provide valuable insights during the interview and demonstrate your commitment to the role.
