Customer Success Operations Manager Jobs in Rochester, NY

New York, United States

Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.

Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.

As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.

The Economist is one of the world's most trusted sources of insight and analysis on global affairs, politics, and business. Our content reaches millions of people each week across print, digital, events, and podcasts. We're proud of our heritage and even more excited about our future.

The Role

We are seeking a Customer Success Associate to join our expanding Customer Success team, with a focus on supporting B2B subscription clients across the Americas (LA & NA). This position presents an excellent entry-level opportunity for a highly organised and proactive individual who is eager to develop a career in customer success.

The successful candidate will serve as the primary point of contact for a large portfolio of small business clients. The role involves ensuring that clients derive maximum value from their subscriptions to The Economist, with responsibilities spanning onboarding, renewals, and ongoing account management.

Key Responsibilities:

Account Management:

• Manage a large portfolio of small subscription clients across the Americas.
• Serve as the main point of contact for day-to-day client needs and relationship management.
• Oversee the full customer lifecycle—from onboarding to renewal.

Customer Support & Engagement:

• Respond promptly to client queries related to access, account setup, billing, and user management.
• Provide clear and helpful guidance to ensure clients get full value from their subscriptions.
• Deliver a high-quality customer experience through proactive communication.

Renewal & Retention:

• Lead the end-to-end renewal process, taking commercial ownership of net retention targets and ensuring timely contract completion
• Monitor account activity and usage to identify at-risk accounts, proactively executing retention strategies to secure commercial outcomes
• Engage clients to drive continued subscription value and reduce churn.

Internal Collaboration:

• Work closely with Sales, Product, and Support teams to share feedback and resolve issues.
• Suggest improvements to internal tools and workflows to support scalable customer success operations.

Key skills and experience:

• 1-2 years' experience in customer success, account management, or a client-facing role
• Experience working with clients across the Americas.
• Demonstrated ability to navigate commercial conversations regarding subscription value, pricing, and basic contract term
• Demonstrated ability to manage customer retention, renewals, and lifecycle engagement.
• Strong communication and relationship management skills.
• Ability to manage multiple priorities across a portfolio of accounts.
• A collaborative approach, with experience working across commercial and product teams.
• Comfortable using data and insights to inform customer engagement and retention strategies

The expected base salary for this position is $65,000 base plus on target commission of $10,000.

Working Arrangements

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.

AI usage for your application

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

What we offer

Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.