At a Glance
- Tasks: Support B2B clients in EMEA, ensuring they maximise their relationship with Oxford Economics.
- Company: Join a leading global economic research and consultancy firm with a focus on growth.
- Benefits: Enjoy private healthcare, flexible working, enhanced parental leave, and team gatherings.
- Other info: Collaborative environment with opportunities for professional development and career growth.
- Why this job: Be part of a fast-growing company and make a real impact on client success.
- Qualifications: 2+ years in Customer Success or related B2B roles, with strong relationship-building skills.
The predicted salary is between 45000 - 55000 £ per year.
Customer Success Executive, B2B - EMEA
Department
EMEA Sales
Employment Type
Full Time
Location
- London, UK
- Description
Oxford Economics (OE), a leading global economic research and consultancy firm, is looking to hire a Customer Success Executive (CSE) to support its B2B clients across the EMEA region.
Working closely with the B2B sales team and the wider Customer Success Team, the CSE will manage the post‑sale journey for clients; helping customers realise the full value of their relationships with OE and supporting strong retention and renewal outcomes.
The CSE will own key elements of the customer lifecycle, including onboarding, regular training, improving the user experience and supporting the client with any questions.
The role will focus on developing strong relationships with stakeholders across the client base, increasing usage of OE’s services, identifying renewal risks, and identifying opportunities for growth.
This position is an integral part of OE’s growth plans across EMEA and offers an exciting opportunity to join a fast‑growing company at the forefront of economic research and analysis.
Key Responsibilities
- Drive adoption and engagement across a portfolio of B2B subscription clients in EMEA, with a strong focus on retention and renewal.
- Lead the onboarding and training of new client organisations and users.
- Increase usage and adoption of subscription services across client accounts.
- Build and maintain strong relationships with key users, decision‑makers, and other relevant stakeholders within client organisations.
- Develop a clear understanding of each client’s objectives, use cases, stakeholders, and measures of success.
- Work closely with the Business Development team to identify growth opportunities, renewal risks, and potential cancellations, contributing to effective retention and commercial strategies.
- Proactively monitor client health and engagement, intervening where usage or adoption indicates potential risk.
- Share relevant customer insights and intelligence with the team to support renewals, account growth, and wider commercial opportunities.
- Respond to client enquiries in a timely manner and coordinate with relevant internal stakeholders, including Business Development, Economists, Product, and IT teams, as required.
- Track and analyse client usage to support customer engagement strategies, renewal planning, and internal reporting.
- Work with Finance to support the resolution of payment issues and overdue invoices where required.
- Develop a strong understanding of technical delivery options, including AI Tools, APIs, data feeds, and third‑party compatible platforms.
- Internal Communication and Collaboration
- Report on customer opportunities, challenges, renewal risks, product development requests, and feedback.
- Prepare and maintain regular customer summaries, including usage, engagement, stakeholder activity, and renewal readiness.
- Identify and share insights on client behaviour, usage trends, and engagement patterns.
- Analyse customer data to identify trends and actionable insights across the B2B portfolio.
- Work collaboratively with Business Development to ensure a coordinated approach to customer retention, renewals, and growth.
- Share customer intelligence with Business Development, Product, Marketing, and other relevant teams to support commercial and product decision‑making.
- Act as the voice of the customer internally, ensuring client needs, feedback, and priorities are clearly understood.
Skills, Knowledge & Expertise
- A proven track record in Customer Success or a related client‑facing B2B role.
- 2+ years of experience, ideally within a subscription, data, research, Saa S, or professional services environment.
- Highly personable with relationship‑building skills, and the ability to engage users and decision‑makers at different levels of an organisation.
- Commercially minded with a clear understanding of managing high levels of retention, working on renewals and improving a customer’s relationship with the organization.
- A collaborative team player who can work effectively across commercial, product, technical, and research teams.
- Experience working collaboratively with Business Development or commercial teams is desirable.
- Highly organised, with the ability to manage multiple client accounts, priorities, and projects simultaneously.
- Comfortable using data and customer insights to identify risks, opportunities, and appropriate next steps.
- Proficiency in Microsoft Word, Excel, and Power Point.
- Experience using Salesforce.
- Fluent English; additional European languages are an advantage.
- Confident communicating with clients by phone, video call, and in face‑to‑face meetings.
- Job Benefits
- Private Healthcare
- Employee Assistance Program
- Enhanced Maternity and Paternity Leave
- Workplace Nursery Scheme
- Cycle to Work Scheme
- Hybrid/Flexible Working
• Team Gatherings and Connection Boost!
Equal Employment Opportunity (EEO)
Oxford Economics is an equal opportunity employer that is committed to diversity and inclusion in the workplace.
We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
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Customer Success Executive, B2B - EMEA employer: Oxford Economics
Oxford Economics is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee growth, we provide comprehensive benefits including private healthcare and flexible working arrangements, ensuring our team members thrive both personally and professionally. Join us to be part of a forward-thinking company that values diversity and fosters meaningful relationships with clients across the EMEA region.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive, B2B - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oxford Economics. 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 Oxford Economics 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 Executive, B2B - EMEA
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 Oxford Economics:Your cover letter is your chance to shine! Tell us why you want to work at Oxford Economics 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 Oxford Economics!
How to prepare for a job interview at Oxford Economics
✨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.
