Customer Success Associate

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    "datePosted": "2026-05-29",
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    "description": "<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">About Us</span></span><span style=\"font-weight: bold\"><br></span></p>\n<p><span style=\"font-size: 12pt\">Macrobond is a leading provider of global economic and financial data and technology for investment professionals. Our customers include over 900 firms spanning the buyside, sell side, corporate and academic sectors.  </span></p>\n<p><span>Our platform, rich in intellectual property and supported by a rapidly expanding global team, ensures we remain at the forefront of our industry. With the backing of Francisco Partners, a prominent global tech investment firm, we operate as a truly international company. Our headquarters are in London, and we have key offices in Poland, Lisbon, Hong Kong, Gothenburg, Malmo and New York.</span></p>\n<p><span style=\"font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">Job Overview</span></span><span style=\"font-weight: bold\"><br></span></p>\n<p>This is an exciting opportunity for someone looking to build a long-term career in Customer Success. The role offers exposure to customer relationship management, renewals, engagement strategies, and scalable Customer Success operations.</p>\n<p>The position is ideal for individuals who are organised, proactive, customer-focused, and interested in developing strong commercial and strategic customer management skills.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">Job Responsibilities</span></span><span style=\"font-weight: bold\"><br></span></p>\n<p><span style=\"font-weight: bold\">SMB Customer Portfolio Management</span></p>\n<p>The CSA – SMB Accounts will manage a portfolio of small, lower-touch customer accounts.</p>\n<p><span style=\"font-weight: bold\">Responsibilities include:</span></p>\n<ul>\n<li>Acting as the primary day-to-day contact for assigned customers</li>\n<li>Maintaining regular engagement through structured outreach</li>\n<li>Developing an understanding of customer workflows and product usage</li>\n<li>Ensuring customers can access relevant resources and support</li>\n<li>Managing follow-ups and ongoing engagement activities</li>\n<li>Maintaining accurate customer documentation in Planhat and Salesforce</li>\n</ul>\n<p><span style=\"font-weight: bold\">Gold Standard:</span><br>Strong engagement across a large portfolio while ensuring customers feel supported, valued, and connected to Macrobond.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">Customer Retention and Renewals</span></p>\n<p>Support strong retention outcomes across the SMB portfolio.</p>\n<p><span style=\"font-weight: bold\">Responsibilities include:</span></p>\n<ul>\n<li>Managing renewal conversations for SMB accounts</li>\n<li>Monitoring renewal timelines and engaging proactively ahead of key dates</li>\n<li>Identifying risks early and escalating where appropriate</li>\n<li>Reinforcing the value customers receive from Macrobond</li>\n<li>Maintaining accurate renewal tracking and forecasting</li>\n</ul>\n<p><span style=\"font-weight: bold\">Gold Standard:</span><br>Renewals are prepared in advance, risks are identified early, and customers renew with confidence.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">Customer Adoption and Engagement</span></p>\n<p>Help customers successfully adopt and use Macrobond within their workflows.</p>\n<p><span style=\"font-weight: bold\">Responsibilities include:</span></p>\n<ul>\n<li>Delivering standardised onboarding and adoption guidance</li>\n<li>Encouraging use of relevant features and workflows</li>\n<li>Monitoring engagement and usage trends</li>\n<li>Providing basic product and workflow support</li>\n<li>Identifying customers who may require additional support</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Scalable and Tech-Touch Customer Success</span></p>\n<p>Support scalable Customer Success initiatives across SMB customers.</p>\n<p><span style=\"font-weight: bold\">Responsibilities include:</span></p>\n<ul>\n<li>Delivering structured outreach campaigns</li>\n<li>Supporting tech-touch and automated engagement programs</li>\n<li>Following established playbooks and engagement models</li>\n<li>Contributing to standardised customer communications and processes</li>\n<li>Supporting scalable education and engagement initiatives</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Customer Health and Risk Management</span></p>\n<p>Monitor and manage customer health across the portfolio.</p>\n<p><span style=\"font-weight: bold\">Responsibilities include:</span></p>\n<ul>\n<li>Tracking engagement and activity levels</li>\n<li>Identifying signs of disengagement or risk</li>\n<li>Escalating higher-risk or strategic concerns</li>\n<li>Supporting mitigation plans for at-risk accounts</li>\n<li>Maintaining accurate account records and notes</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Cross-Functional Collaboration</span></p>\n<p>Work closely with internal teams to ensure customer success.</p>\n<p><span style=\"font-weight: bold\">Responsibilities include:</span></p>\n<ul>\n<li>Escalating technical issues to Support when required</li>\n<li>Collaborating with Sales on renewals and expansion opportunities</li>\n<li>Sharing customer feedback and insights</li>\n<li>Supporting operational initiatives and process improvements</li>\n<li>Working closely with senior CSMs and Team Leads</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Operational Excellence and Account Management</span></p>\n<p>Maintain strong operational discipline across a high-volume portfolio.</p>\n<p><span style=\"font-weight: bold\">Responsibilities include:</span></p>\n<ul>\n<li>Keeping accurate customer records in Planhat and Salesforce</li>\n<li>Logging activity and renewal updates consistently</li>\n<li>Managing tasks and follow-ups effectively</li>\n<li>Staying organised across a large number of accounts</li>\n<li>Adhering to Customer Success processes and standards</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">Success Metrics</span></span></p>\n<p>Performance will be measured across:</p>\n<ul>\n<li><span style=\"font-weight: bold\">Retention:</span> Meeting or exceeding SMB retention targets</li>\n<li><span style=\"font-weight: bold\">Renewals:</span> Proactive management and accurate forecasting</li>\n<li><span style=\"font-weight: bold\">Engagement:</span> High levels of customer activity and interaction</li>\n<li><span style=\"font-weight: bold\">Adoption:</span> Continued use of Macrobond within workflows</li>\n<li><span style=\"font-weight: bold\">Operational Excellence:</span> Accurate records and consistent follow-ups</li>\n<li><span style=\"font-weight: bold\">Customer Satisfaction</span>: Positive and professional customer experience</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">Required Qualifications and experience</span></span></p>\n<ul>\n<li>Strong organisation and time management</li>\n<li>Ability to manage a high-volume customer portfolio</li>\n<li>Professional and proactive communication skills</li>\n<li>Curiosity about customer needs and use cases</li>\n<li>Consistency and reliability in execution</li>\n<li>Balance between responsiveness and operational discipline</li>\n<li>Collaborative mindset and positive attitude</li>\n<li>Interest in learning Customer Success and commercial skills</li>\n<li>Comfort working within structured processes and playbooks</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">Development Opportunity</span></span></p>\n<p>This role offers a strong pathway into broader Customer Success responsibilities. Over time, you can develop skills in:</p>\n<ul>\n<li>Strategic customer management</li>\n<li>Retention and renewal strategy</li>\n<li>Identifying expansion opportunities</li>\n<li>Customer Success planning</li>\n<li>Executive communication</li>\n<li>Commercial awareness and account growth</li>\n<li>End-to-end customer lifecycle management</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">Systems and Tools</span></span><span style=\"font-weight: bold\"><br></span></p>\n<p>You will work with:</p>\n<ul>\n<li><span style=\"font-weight: bold\">Planhat</span> – customer health tracking, workflows, and engagement</li>\n<li><span style=\"font-weight: bold\">Salesforce</span> – customer records, contracts, and renewals</li>\n<li><span style=\"font-weight: bold\">Microsoft Teams</span> – communication and collaboration</li>\n<li>Additional Customer Success tools as required</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"text-decoration: underline\"><span style=\"font-weight: bold\">What do we offer</span></span></span><span style=\"font-size: 12pt\"><span style=\"text-decoration: underline\"><br></span></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\"><span>Stable position in a growing business with a \"people first\" atmosphere</span></span></li>\n<li><span style=\"font-size: 12pt\"><span>Private health care and sport benefit</span></span></li>\n<li><span style=\"font-size: 12pt\"><span>Language learning platform</span></span></li>\n<li><span style=\"font-size: 12pt\"><span>Internal, external or online (e.g. Udemy) training possibilities </span></span></li>\n<li><span style=\"font-size: 12pt\"><span>Hybrid work model</span></span></li>\n<li><span style=\"font-size: 12pt\"><span>A modern office in the city center with an amazing chillout space.</span></span><br><br></li>\n</ul>\n<p><span style=\"text-decoration: underline\"><span style=\"font-size: 12pt; font-weight: bold\">Our commitment to Diversity</span></span></p>\n<p>At Macrobond, diversity, equity, and inclusion are fundamental to our culture and success. We are committed to fostering an environment where all individuals are respected, valued, and empowered to contribute their unique perspectives.</p>\n<p>We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.</p>\n<p><br></p>\n<p>By joining our team, you become part of an organization that believes diversity drives innovation and strengthens our collective performance. Apply today and be part of our ongoing journey of growth and inclusion.</p>\n<p>By using this website and submitting your information, you acknowledge our<span> </span><a href=\"https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fhelp.macrobond.com%2Flegal%2Fcandidate-privacy-notice%2F&amp;data=05%7C02%7Csaumya.vadlakonda%40macrobond.com%7Ccb8ab8845e8643db167808de07db15cb%7Cbea9cb3aae594ea5a0deb3371fe41dd4%7C1%7C0%7C638956834710440341%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=hnVzS%2BDWjfImHZs1MksErmBl0qSiFqzoydHf0BL5RAo%3D&amp;reserved=0\" target=\"_blank\" rel=\"noopener noreferrer\">Candidate Privacy Notice</a><span> </span><span>and understand that your personal information may be processed in accordance with applicable </span><a href=\"https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fhelp.macrobond.com%2Flegal%2Fcandidate-privacy-notice%2F&amp;data=05%7C02%7Csaumya.vadlakonda%40macrobond.com%7Ccb8ab8845e8643db167808de07db15cb%7Cbea9cb3aae594ea5a0deb3371fe41dd4%7C1%7C0%7C638956834710456872%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=%2BBTYNhF6uTlNHhd6CLspgfgw7%2BO3%2B3csvHst1btCq6M%3D&amp;reserved=0\" target=\"_blank\" rel=\"noopener noreferrer\">Candidate Privacy Notice</a><span> </span>in your country of application.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Apply today and become part of our exciting journey!</span></p>\n<p><br></p>",
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