Customer Success Manager (Commercial)

The Company - Taylor & Francis Group an Informa Business

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

We are seeking an experienced and results-driven Customer Success Manager to serve as the voice of the customer, building trusted relationships while ensuring clients get maximum value from our products and services. This role focuses on driving customer satisfaction, retention, and growth through proactive engagement and strategic support.

This is a great opportunity in a new challenging role that combines a blend of skills to manage and enable positive customer relationships and drive successful outcomes.

Working with cross functional teams, candidates will have a customer centric mindset to help champion customer needs to influence product road maps and strategic decisions. You will effectively communicate with customers verbally and in writing to help cultivate long-term relationships. Working with customers across key market sectors that may include pharmaceutical, biotechnology, energy, finance, food sciences and technology, you will proactively address potential issues finding the root causes and providing effective solutions for desired outcomes.

What you'll be doing:

• Manage entire customer journey from point of sale through renewal and ongoing services
• On board new customers and establish a vision for success for the journey based on customer goals to develop customer success plans
• Ensure accurate product delivery, reporting, and asset coordination
• Identify and outline key performance indicators to help measure customer success, resources and support strategies
• Proactively help customers get the best out of their subscriptions or purchased content
• Work closely with customers to gain intimate knowledge of product's use and ways to improve overall value
• Escalate problems promptly and effectively to appropriate teams
• Actively listen to customer feedback and provide timely solutions to challenges
• Serve as a dedicated point of contact for key accounts and high-value clients
• Manager customer expectations to help connect potential challenges with attainable outcomes
• Drive the evolution of reactive servicing to a proactive, anticipatory approach
• Think critically about customer challenges to help identify process improvements, anticipate industry changes and tailor unique products to customer needs

What we're looking for:

• Skills & Competencies
  • Strong interpersonal skills with the ability to build and maintain customer relationships
  • Excellent problem-solving abilities to address customer challenges
  • Proactive communication style with strong verbal and written skills for diverse audiences
  • Demonstrated focus on optimizing the customer journey
  • Ability to solve real-life problems effectively
  • Customer-obsessed mindset with attention to detail
  • Team leadership and mentoring capabilities
  • Project management skills to handle multiple client relationships simultaneously
  • Data analysis abilities to track customer usage and identify opportunities
  • Effective presentation and organizational abilities
  • Willingness to travel as required by the company
  • Enthusiasm for continuous learning and adapting to industry trends
  • Ability to thrive in a dynamic, fast-paced environment

• Preferred Knowledge & Experience
  • Previous experience in B2B customer success roles
  • Understanding of subscription-based business models
  • Experience working with digital platforms and products
  • Familiarity with customer success metrics and reporting

What we offer in return:

• Annual base salary range from $65,000 - $80,000
• An excellent work/life balance with a fantastic, flexible working culture.
• 15 days paid vacation
• 10 paid sick days
• 2 Paid floating holidays + paid day off for your birthday each year
• 3 additional discretionary days off during the holiday season at the end of the year
• 4 paid volunteering days each year
• Up to 8 weeks of paid parental leave
• Paid leave for significant life events; i.e. moving or wedding
• Medical, vision, dental, and other voluntary benefits
• 401(k) + employer match
• Seasonal social and charitable events

What you should know:

• Closing Date for applications: 21 July2025
  • Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.
• Have the right to live and work in the United States
• In-Person Time:The successful candidate will be able to utilizeour balanced working model.We require approximately 3 days per week of in-person time, which can be distributed between office locations, customer sites, stakeholder meetings, and industry events.

Work/life balance:

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

Training And Professional Development:

We're passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We'll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.

Interview process:

Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we'd then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else - please ask us, we are happy to be flexible! Please contactrecruitment@tandf.co.uk

Being 'you' at Taylor and Francis:

Here at Taylor & Francis, we know that many times the 'perfect candidate' doesn't exist, and that people can feel discouraged about applying for a job if they don't fit all the requirements. We encourage you to apply if you're excited about working for us and have some of the skills or experience we're looking for. We believe in the notion that many skills and experiences are transferrable, and you could be just what we need! Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity of people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn, develop, and succeed, all while feeling comfortable with being their true self. We embrace all walks of life regardless of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, veteran status, citizenship, or any other protected characteristic under local law.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site:http://www.taylorandfrancisgroup.com/careers

Or better yet check out our LinkedIn 'Life' Page, highlighting our accomplishments, employees, and company culture. It's also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/