Incisive Media
Customer Success Manager
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Customer Success Manager
Location: London, United Kingdom Type of Employment: Full-time Industry: Media / Publishing Work Pattern: Hybrid
About the Organisation
Incisive Media, part of the Arc network, is an innovative digital-facing organisation at the forefront of media, specialising in the sustainability and financial services sectors. We deliver top-tier analyst-grade insight, business intelligence, and content to global networks of B2B professionals across these industries.
We are driven by our values:
- Integrity
- Teamwork
- Innovation
- Trust
- Good judgement
- Passion for our work
- Curiosity
- Entrepreneurial spirit
For more information, visit our website: www.incisivemedia.com.
Overview of the Role
We are seeking an experienced Customer Success Manager to oversee a portfolio of key accounts within our leading financial services brands, including Investment Week, Professional Adviser, Professional Pensions, Investment IQ, Financial Services Forum, and Cover.
The Customer Success Team is vital in the setup, delivery, project management, and reporting of campaigns, collaborating closely with our sales team and all internal departments across our growing client base in the B2B financial services sector.
This key role involves:
- Understanding and aligning client objectives to ensure all marketing activity directly supports broader business goals.
- Acting as the central communication link across a portfolio of initiatives, uniting lead generation, webinars, roundtables, digital campaigns, content creation, and event sponsorships into a cohesive strategy.
- Delivering clear ROI demonstrations and measurable outcomes to stakeholders.
Ideal for someone passionate about making a lasting impact within a dynamic yet supportive environment.
Key Tasks & Responsibilities
Account Management
- Act as the primary point of contact for a portfolio of clients, managing day-to-day enquiries and campaign delivery.
- Build and enforce strong client relationships, attend industry events, and sponsorship opportunities to ensure satisfaction with their investments.
- Lead client meetings and campaign reviews, offering strategic recommendations for future activities and upselling opportunities.
- Oversee entire campaigns from handover to completion, ensuring consistently high-quality delivery and reporting.
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New Product Development (NPD) – Delivery
- Lead onboarding and ongoing client management for new product launches in our portfolio of brands, ensuring clients are set up for success from launch to full implementation.
- Collaborate with the Head of Customer Success and the product and proposition team to identify emerging opportunities and trends shaping our strategy.
- Design and execute NPD campaigns, working across digital platforms, tracking mechanisms, landing pages, email promotions, and advertising campaigns to drive engagement and results.
Campaign Delivery & Operations
- Coordinate and manage multiple simultaneous projects across a mix of digital products and in-person events, with strict attention to timelines and deadlines.
- Execute integrated marketing campaigns end-to-end for seamless client experiences.
- Onboard new clients by establishing clear objectives, expectations, and success criteria, ensuring they are met throughout the partnership lifecycle.
- Drive regular reporting and structured check-ins, tracking campaigns against agreed goals, holding clients accountable, and optimising performance.
- Deliver high-quality leads to partners, technology vendors, advertising agencies, and clients.
Reporting & Analysis
- Identify and action emerging opportunities aligning with client needs, working internally to maximize value.
- Own all reporting cycles, conducting performance reviews, and sharing insights with clients and stakeholders.
- Analyze and clearly present campaign performance metrics, ensuring clear communication across the sales team.
- Update all process documents and internal reporting systems, attend internal weekly brand updates, and provide feedback to improve processes.
- Utilise tools like Excel, HubSpot CRM, and collaborative platforms efficiently.
What We Value
- Proactive thinking – anticipation, not just reaction.
- Client-first mindset – going the extra mile for superior service.
- Strong organisation – juggling multiple projects with precision.
- Exceptional communication skills – engaging all levels of stakeholders confidently.
- Team player – effective collaboration across internal departments.
- Resilience under pressure – thriving in a fast-paced, small but dynamic team.
- Technical adaptability – proficient in picking up new tools and platforms quickly.
- Entrepreneurial mindset – spotting opportunities to innovate and improve.
- Passion for impact – commitment to ongoing development and a positive, collaborative culture.
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What You Can Expect from Us
Incisive Media fosters a supportive, inclusive culture where:
- Career development is prioritised with supportive management, tailored training, and on-the-job growth.
- Hybrid work model allows for flexibility in where and how you work.
Core Benefits: ✔ Excellent training and development programmes ✔ Hybrid/remote working flexibility ✔ Pension scheme with 5% employer contribution ✔ Life assurance scheme ✔ Voluntary Private Medical Insurance ✔ 25 days annual leave, increasing to 30 days ✔ Health Cash Plan for healthcare needs ✔ SmartTech savings on tech essentials (Currys) ✔ Cycle to Work scheme ✔ Discounted gym memberships ✔ Retail discounts for everyday essentials ✔ Employee Recognition Scheme to reward colleagues ✔ Employee Referral Scheme ✔ Employee Assistance Programme (EAP) for support ✔ IMFoundation – supporting 4 charities
We also offer a range of salary sacrifice benefits.
Diversity & Inclusion
Incisive Media is committed to diversity, equity, and inclusion. We welcome everyone regardless of social background, age, sex, ethnicity, religion/belief, or disability, aiming to bring out the best in all our people.
We are proud members of Inclusive Employers and the Living Wage Foundation. Our culture values individuality, fairness, and respect to ensure everyone feels a great fit for our team:
- All Souls Network – supporting LGBTQ+ employees.
- Incisive Media Foundation – charitable initiatives.
- Working Parents Group – family-friendly support.
- Sustainability & Social Committees – fostering ethical workplaces.
Final Note
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