Customer Success Manager, APAC

• Own and manage a portfolio of subscription clients, with accountability for retention, renewals, and client satisfaction
• Build strong, long-term client relationships, acting as a trusted advisor on how to maximise value from Oxford Economics’ products and services
• Lead onboarding and training for new clients, ensuring successful adoption and engagement
• Proactively monitor client usage and engagement, identifying risks and opportunities to drive retention and expansion
• Partner with Account Managers to develop and execute account strategies, including upsell and cross-sell opportunities
• Handle complex client queries and coordinate with internal teams, including economists, IT, product, and research teams, to deliver solutions
• Analyse client data and usage trends to provide insights and recommendations internally and externally
• Support renewal processes through structured account reviews and strategic engagement
• Contribute to content-led client engagement initiatives, including webinars, regional updates, product communications, and client briefings
• Ensure accurate tracking of client activity and pipeline in Salesforce
• Act as a key liaison between clients and internal teams, ensuring feedback is shared and actioned
• Provide insights on client needs, product gaps, and market trends to support product development and regional client strategy
• Work closely with colleagues across APAC and other global teams to ensure a consistent client experience
• Mentor or support more junior team members where appropriate
• Contribute to improving internal processes, tools, and client success strategies

• Proven experience in Customer Success, Account Management, or a client-facing role within a subscription, research, data, SaaS, financial services, consulting, or information services business
• Strong track record of managing client relationships and driving retention and growth
• Excellent communication and presentation skills, with the ability to engage senior stakeholders across different markets and cultures
• Highly organised, with the ability to manage multiple accounts and priorities effectively
• Strong analytical skills, with experience interpreting client usage data and trends
• Experience using CRM systems, such as Salesforce
• Proactive, solutions-oriented mindset with strong problem-solving ability
• Comfortable working cross-functionally in a fast-paced, collaborative, international environment
• Fluent in English

Additional Asian language skills would be advantageous but are not essential