Customer Success Manager

Incisive Media, part of the Arc network, is an entrepreneurial and creative, digital-facing organisation on the cutting edge of media. Working in the sustainability and financial services markets, we provide analyst-grade insight, business intelligence, and content to specialist networks of business professionals around the globe.

We are passionate about our people, products and customers and our values are at the heart of our business; they define us, and they are how we conduct ourselves both as a company and as individuals.

Our values are summed up as; integrity, teamwork, innovation, trust, good judgement, passion for our work, curiosity and an entrepreneurial spirit.

Visit our website www.incisivemedia.com for more information about us.

Location: London, United Kingdom Type of Employment: Full-time

Industry: Media / Publishing

Work Pattern : Hybrid

Overview of the role

We are looking for an experienced Customer Success Manager to manage a portfolio of key accounts across our leading financial services brands: Investment Week, Professional Adviser, Professional Pensions, Investment IQ, Financial Services Forum and Cover.

The Customer Success Team plays a crucial role in the setup, delivery, project management and reporting of campaigns, working hand in hand with our sales team and all other departments across a growing client base in the B2B financial services sector.

This role is responsible for understanding and aligning client objectives, ensuring that all marketing activity is strategically connected to their broader goals and business outcomes. Acting as the central connective layer across a portfolio of initiatives, the successful candidate will unify lead generation, webinars, in-person roundtables, digital advertising campaigns, Content creation, and event sponsorships into a cohesive and results-driven strategy. Working across multiple client projects and brands, this role requires a strong ability to align activity, provide clarity and consistency, and deliver clear demonstrations of ROI and tangible outcomes to stakeholders.

We are a small but fun and very important team, and you will have the chance to develop a great career and make a big impact in an exciting company.

Key Tasks & Responsibilities

Account Management

• Manage a portfolio of key clients, acting as the primary point of contact for day-to-day enquiries and ongoing campaign delivery.
• Build and maintain strong client relationships, attending events to develop sponsor relationships and ensure clients are delighted with their investment.
• Lead client meetings and campaign review calls, providing strategic recommendations on future activity and upsell opportunities.
• Manage client campaigns from handover and implementation through to completion and reporting, ensuring consistently high standards of delivery.

New Product Development (NPD) - Delivery

• Lead the client onboarding and ongoing management of new products across our brand portfolio, acting as the Customer Success lead on NPD initiatives and ensuring clients are set up for success from launch through to full operationalisation.
• Work closely with the Head of Customer Success and the wider product and proposition team to identify new opportunities and trends that shape our product strategy.
• Set up and manage campaigns for new products, working with relevant internal teams and external suppliers on tracking, landing pages, website CMS, email promotion and digital media.
• Become the internal expert on new product offerings, advising sales and clients on performance, lead delivery, campaign completion timelines and engagement.

Campaign Delivery & Operations

• Coordinate multiple projects simultaneously across a mixture of digital products and in-person events, creating and managing timelines to ensure deadlines are always met.
• Execute integrated marketing campaigns from end to end, ensuring a seamless client experience throughout.
• Onboard new clients by establishing a clear understanding of their objectives, requirements, and success criteria, ensuring these are consistently upheld throughout the partnership. Drive regular reporting cadences and structured check-ins to track progress, hold clients accountable to agreed goals, and identify opportunities to optimise performance.
• Download, format, check and deliver leads directly to lead generation partners, technology vendors, advertising agencies and clients.

Reporting & Analysis

• Spot and identify opportunities that others may not have full visibility of. Work closely with internal teams to unlock the best possible value for clients, ensuring they are consistently presented with solutions that drive meaningful impact.
• Own reporting cycles, arranging audit calls, performance reporting and review meetings at regular intervals throughout campaigns.
• Analyse and report on campaign performance, presenting insights clearly to clients and the wider sales team.
• Keep all process documents and internal reports up to date, attending internal weekly brand catchups to improve processes and share campaign feedback.
• Utilise Excel, HubSpot CRM and other platforms to ensure smooth campaign delivery and accurate data management.

What we Value

• A proactive, client-first approach — going above and beyond to provide an exceptional level of service.
• Strong organisational skills with the ability to manage multiple projects and priorities simultaneously.
• Excellent verbal and written communication skills, with the confidence to engage stakeholders at all seniority levels.
• A collaborative team player who can liaise effectively across all internal departments.
• The ability to work well under pressure within a small but busy team.
• Technical aptitude — able to pick up new software platforms and tools quickly.
• An entrepreneurial spirit and curiosity to identify and shape new product opportunities.
• A passion for our work and commitment to embracing our social working culture.

What you can expect from us

As well as working with the most interesting, talented and fun people, we operate a culture where success is recognised. You will be supported throughout your career, tailoring your development through management support, internal & external training courses and on the job training.

Our benefits include

• Excellent training and development programmes
• Hybrid/remote working
• Pension scheme with 5% employer contributions
• Life assurance scheme
• Voluntary Private Medical Insurance
• 25 days annual leave, increasing to 30 days
• Health Cash Plan for those everyday healthcare costs
• Savings on items from Currys via our SmartTech Scheme
• Cycle to Work scheme
• Discounted Gym rates
• Retail discounts saving you money on essential & everyday purchases
• Employee Recognition Scheme to recognise your colleagues with rewards
• Employee Referral Scheme
• Employee Assistance Programme (EAP) for extra support if things get tough
• IMFoundation - making a difference by supporting our 4 charities

Plus a number of flexible salary sacrifice benefits.

All souls are welcome at Incisive Media

As an equal opportunity employer we hire, develop and retain the best people regardless of their social background, age, sex, ethnicity, religion/belief or disability, and to make use of their talents. We are proud members of Inclusive Employers and the Living Wage Foundation.

At Incisive Media we value everyone as an individual. We recognise that everyone is different and have created a work environment where we treat everyone fairly and in a consistent way and promote a culture of respect and dignity, to create a company that’s the right fit for every person inside of it. To ensure our values are fully embedded in our culture we are proud to support our working groups – All Souls Network, the Incisive Media Foundation, the Working Parents Group and our Sustainability and Social Committees.

We are excited by the incredible potential of AI and the innovative ways it can enhance the way we work. However, in our hiring process, we aim to get to know you. To stand out to our hiring managers, we encourage you to let your personality shine through, rather than relying on an AI-generated application.

You are welcome to use AI as a writing assistant to help structure and articulate your thoughts. Please do not use it to generate fictional skills or experiences. Using AI responsibly can support your application, but your application must ultimately represent you.