Customer Success Executive, B2B - EMEA

Description

Oxford Economics (OE), a leading global economic research and consultancy firm, is looking to hire a Customer Success Executive (CSE) to support its B2B clients across the EMEA region.

Working closely with the B2B sales team and the wider Customer Success Team, the CSE will manage the post-sale journey for clients; helping customers realise the full value of their relationships with OE and supporting strong retention and renewal outcomes.

The CSE will own key elements of the customer lifecycle, including onboarding, regular training, improving the user experience and supporting the client with any questions. The role will focus on developing strong relationships with stakeholders across the client base, increasing usage of OE’s services, identifying renewal risks, and identifying opportunities for growth.

This position is an integral part of OE’s growth plans across EMEA and offers an exciting opportunity to join a fast-growing company at the forefront of economic research and analysis.

Key Responsibilities

Drive adoption and engagement across a portfolio of B2B subscription clients in EMEA, with a strong focus on retention and renewal.

Lead the onboarding and training of new client organisations and users.

Increase usage and adoption of subscription services across client accounts.

Build and maintain strong relationships with key users, decision-makers, and other relevant stakeholders within client organisations.

Develop a clear understanding of each client’s objectives, use cases, stakeholders, and measures of success.

Work closely with the Business Development team to identify growth opportunities, renewal risks, and potential cancellations, contributing to effective retention and commercial strategies.

Proactively monitor client health and engagement, intervening where usage or adoption indicates potential risk.

Share relevant customer insights and intelligence with the team to support renewals, account growth, and wider commercial opportunities.

Respond to client enquiries in a timely manner and coordinate with relevant internal stakeholders, including Business Development, Economists, Product, and IT teams, as required.

Track and analyse client usage to support customer engagement strategies, renewal planning, and internal reporting.

Work with Finance to support the resolution of payment issues and overdue invoices where required.

Develop a strong understanding of technical delivery options, including AI Tools, APIs, data feeds, and third-party compatible platforms.

Internal Communication and Collaboration

Report on customer opportunities, challenges, renewal risks, product development requests, and feedback.

Prepare and maintain regular customer summaries, including usage, engagement, stakeholder activity, and renewal readiness.

Identify and share insights on client behaviour, usage trends, and engagement patterns.

Analyse customer data to identify trends and actionable insights across the B2B portfolio.

Work collaboratively with Business Development to ensure a coordinated approach to customer retention, renewals, and growth.

Share customer intelligence with Business Development, Product, Marketing, and other relevant teams to support commercial and product decision-making.

Act as the voice of the customer internally, ensuring client needs, feedback, and priorities are clearly understood.

Skills, Knowledge & Expertise

A proven track record in Customer Success or a related client-facing B2B role.

2+ years of experience, ideally within a subscription, data, research, SaaS, or professional services environment.

Highly personable with relationship-building skills, and the ability to engage users and decision-makers at different levels of an organisation.

Commercially minded with a clear understanding of managing high levels of retention, working on renewals and improving a customer’s relationship with the organization.

A collaborative team player who can work effectively across commercial, product, technical, and research teams.

Experience working collaboratively with Business Development or commercial teams is desirable.

Highly organised, with the ability to manage multiple client accounts, priorities, and projects simultaneously.

Comfortable using data and customer insights to identify risks, opportunities, and appropriate next steps.

Proficiency in Microsoft Word, Excel, and PowerPoint.

Experience using Salesforce

Fluent English; additional European languages are an advantage.

Confident communicating with clients by phone, video call, and in face-to-face meetings.

Job Benefits

Here are some of the benefits we offer in the UK to ensure you feel valued, supported, and thrive at work:

Private Healthcare

Employee Assistance Program

Enhanced Maternity and Paternity Leave

Workplace Nursery Scheme

Cycle to Work Scheme

Hybrid/Flexible Working

Team Gatherings and Connection Boost!

About Oxford Economics

Oxford Economics was founded in 1981 as a commercial venture with Oxford University’s business college to provide economic forecasting and modelling to UK companies and financial institutions expanding abroad. Since then, we have become one of the world’s foremost independent global advisory firms, providing reports, forecasts and analytical tools on more than 200 countries, 250 industrial sectors, and 7,000 cities and regions. Our best-of-class global economic and industry models and analytical tools give us an unparalleled ability to forecast external market trends and assess their economic, social and business impact.

Headquartered in Oxford, England, with regional centres in London, New York, and Singapore, Oxford Economics has offices across the globe in more than 15 cities. We employ more than 400 professional economists, industry experts and business editors - one of the largest teams of macroeconomists and thought leadership specialists. Our global team is highly skilled in a full range of research techniques and thought leadership capabilities, from econometric modelling, scenario framing, and economic impact analysis to market surveys, case studies, expert panels, and web analytics.