Head of B2B Customer Success UKI & Specialisation (12-month FTC Parental Cover)

Overview

The Financial Times is seeking a Head of B2B Customer Success UKI & Specialisation to join our London-based FT Professional team. This role will be responsible for driving engagement with FT digital group subscriptions across the government, corporate and education sectors. You will manage and develop a team of Customer Success Managers, ensuring customers realise long-term value from their FT.com investment while contributing to the fulfilment of our regional and global business objectives.

Responsibilities

• Manage a team of Customer Success Managers and a Team Leader to deliver excellent customer journeys from onboarding through to renewal.
• Analyse regional trends and data to find opportunities that support customer success and B2B objectives.
• Provide insights and recommendations for regional L&D, operations planning and strategy.
• Coach and support the team to deliver against both regional and global CS critical metrics.
• Strategically segment, allocate and review key accounts to achieve FT Professional business goals.
• Build a strong understanding of how FT products are used across organisations, industries and geographies.
• Provide expertise on FT content, tools and delivery solutions to both customers and internal teams.
• Lead internal projects to deliver strategic outcomes such as product fulfilment and market development.

Qualifications

• 3+ years of experience minimum in leading a Customer Success team.
• Strong knowledge of the customer journey from a Customer Success perspective.
• Background in customer-facing roles (e.g. account management, sales) with a customer-centric approach.
• Proven ability to drive and measure customer subscription value.
• Skilled at collaborating and influencing across teams.
• Experience managing complex projects across multiple partners.
• Goal-oriented, with experience setting objectives and measuring results.
• Strong analytical attitude with the ability to prioritise using data.
• Experience working with clients of all sizes and aligning product features to customer needs.
• Excellent written and verbal communication and presentation skills.
• Comfortable working in a fast-paced, high-growth environment.
• Strong initiative, curiosity and digital fluency.
• Experience collaborating with cross-functional teams to deliver customer priorities.
• Track record of strategically managing internal and external relationships.

Desirable

• Knowledge of multiple geographic markets or industry sectors.
• Background in digital subscriptions, IT services or SaaS.
• Familiarity with Salesforce.com.

Benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a hybrid working model that promotes flexibility, including remote work options. We will support specific flexibility requests for all roles where feasible.

Accessibility

We are a disability confident employer and a Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

Further Information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Industries

• Newspaper Publishing
• Online Audio and Video Media
• Book and Periodical Publishing