Customer Success Executive

Job Description

The CSE role is the direct link between ISI Markets and our selected accounts in the region. From onboarding through to contract renewal, the CSE’s mission is to ensure customers are increasing their engagement with our offering and are as satisfied as possible.

 
The CSE will operate within the sales organization to help turn client relationships into revenue growth by maximizing retention and helping to uncover and close new business opportunities. The successful candidate will have strong commercial awareness and be able to draw on previous client-facing experience, as well as learn from the existing team to bring new perspectives and solutions to clients.

 
This role will focus on the client’s needs, ensuring they’re educated and supported to utilize their chosen services fully. The successful candidate will have a deep understanding of what motivates clients to use our products and facilitate that use at every touchpoint.  

Key Responsibilities 

• Build trusted relationships with customers and help retain and grow their business
• Ensure the smooth onboarding of clients and demonstrate an organized approach to regular proactive customer interaction  
• Leverage your understanding of customers’ business strategies, goals, and key initiatives to make every client engagement highly valuable
• Advocate within the ISI Markets business to address the highest priority customer needs, being the true voice of the customer 
• Help ensure quick resolutions to client issues to minimize escalations
• Help identify and develop new champion users within existing subscribers and new opportunities within the selected accou
• Facilitate and maximize upsells and price increases by following jointly created success plans for selected Accounts
• Conduct proactive, scalable customer outreach to identify trends in customer usage and requirements. Reporting findings to internal stakeholders
• Help ensure all customer facing training and information documents are of the required standard to facilitate the employment of our data into client workflows
• Monitor usage of our products and provide monthly/quarterly health-check assessments on selected accounts to the Account Managers
• Gather market feedback and collaborate with product and research teams to help shape future enhancements and the product roadmap
   

Required knowledge, skills and experience: 

• Bachelor’s degree in Business, Finance, Economics, Management, or a related field
• 0–2 years of professional experience (internships, co‑ops, or relevant coursework welcomed)
• Strong communication and interpersonal skills
• Interest in financial markets, data, or financial technology
• Highly organized, detail‑oriented, and able to manage multiple priorities
• Comfortable learning new software tools and technologies
• A collaborative mindset and a genuine desire to help customers succeed & achieve long-term retention.