Customer Success Manager

We are seeking a talented and customer focused professional to join our highly successful Customer Success Department. This is a fantastic opportunity to join a high growth B2B intelligence and data business in a red hot sector and play a major role in its next stage of growth and help shape the future of the department.

In 6 months, success in this role would be high customer retention, relationships built with senior stakeholders at top customers, identified at least one champion at each customer, strong partnership with the sales team, all meeting and feedback notes logged on the CRM system and having at least 60 customer meetings (online and in person) per quarter.

• Responsible for all post-sale activities as part of the customer journey, including onboarding, training, driving adoption, customer meetings, collecting feedback, technical support and inbound queries via email, phone and chat.
• Building meaningful relationships with customers at all levels; C-level to analysts, act as the representative for TMT Finance in face-to-face and online meetings.
• Ensure customers derive maximum value from TMT Finance, utilize all of their licenses, and collaborate with internal stakeholders (Editorial, Sales, Marketing, Product) to ensure adoption.
• Monitor customer usage data and health indicators, translating them into strategies for risk mitigation and upsell opportunities.
• Develop an understanding of TMT Finance customer verticals, their business models and key stakeholders personas.
• Become the “voice of the customer”, working with Product, Editorial and Research teams to build new features, add content and data and refine the product roadmap.

• Minimum of 3 years’ experience working in Customer Success, Customer Service, or other customer-facing roles.
• Can demonstrate the ability to build rapport with key stakeholders.
• Understanding of the B2B subscription-based sales model.
• Excellent presentation, verbal, and writing skills.
• Super organized and a quick learner.
• Collaborative mindset, not afraid to help where needed.
• Ability to attend the office 3 days/week.

• An outstanding opportunity to be a integral part of a high-performance commercial team.
• Supporting a market leading global intelligence and data service in a high growth sector and market.
• Excellent performance-related bonuses in addition to salary.
• Working in a tight knit team and fun environment.
• International travel opportunities.

• Hybrid working – 3 days in office, 2 remote.
• 25 days holidays, plus your Birthday as an additional day’s leave.
• Exciting training opportunities.
• Competitive pension scheme.
• Employee perks platform.
• Employee Assistance Programme with 24-hour access.
• Spacious central London office with breakout spaces, office library and in-office games (pool, darts and table tennis).
• Volunteering opportunities with one day paid volunteering leave per year.
• Percentage of company profits donated annually to UK and overseas charities.
• Referral scheme for new employees.

Founded in 2009, TMT Finance empowers decision-makers in digital infrastructure through actionable intelligence, proprietary data, and exclusive industry insight. Our platform is the go-to source for M&A, financing, and investment intelligence across telecoms, towers, datacentres, cloud, fibre, and advisory sectors. We are a highly entrepreneurial, high growth business, based near London Bridge, with ambitious plans for further growth worldwide. TMT Finance welcomes applications from everyone regardless of age, gender, ethnicity, sexual orientation, faith or disability.