ABOUT US

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.
At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.
In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.
Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.
Build a newsworthy career at the FT.

REQUIRED SKILLS AND EXPERIENCE

• 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.

THE ROLE

We are 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.

KEY 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.