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Oxford Economics (OE), a leading global economic research and consultancy firm, is looking to hire a Customer Success Executive (CSE) to support its Industrials book of business 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 Industrials 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 clients with any questions. The role will focus on developing strong relationships with stakeholders across the Industrials 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 the Industrials sector in EMEA and offers an exciting opportunity to join a fast-growing company at the forefront of economic research and analysis.
Job Responsibility
Drive adoption and engagement across a portfolio of B2B subscription clients in the Industrials sector across 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 Oxford Economics' 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, sector-specific priorities, and measures of success
Build a strong understanding of how clients use economic data, forecasts, analysis, and industry insights to support commercial, strategic, and operational decision-making
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
Requirements
A proven track record in Customer Success or a related client-facing B2B role
2+ years of experience, ideally within a subscription, data, research, SaaS, 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 PowerPoint
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
Nice to have
Experience working collaboratively with Business Development or commercial teams is desirable