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Customer Success Manager, APAC

Oxford Economics -
Sydney NSW

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Job Details

Full-time
7 days ago

Qualifications

CRM software
Web analytics
Salesforce
English
Research
Analysis skills
Communication skills

Full Job Description

Description

Oxford Economics, a leading global economic research and consultancy firm, is seeking a Customer Success Manager to join our APAC Account Management team.

This role will take ownership of a portfolio of subscription clients across Sydney and the wider APAC region, with responsibility for driving retention, renewals, and long-term client value. The Customer Success Manager will act as a strategic partner to clients, ensuring they derive maximum value from Oxford Economics’ services, while identifying opportunities for growth and expansion.

Working closely with Account Managers, Business Development, and internal stakeholders across the region, this role plays a key part in supporting Oxford Economics’ continued growth across APAC.

Key Responsibilities

Own and manage a portfolio of subscription clients, with accountability for retention, renewals, and client satisfaction
Build strong, long-term client relationships, acting as a trusted advisor on how to maximise value from Oxford Economics’ products and services
Lead onboarding and training for new clients, ensuring successful adoption and engagement
Proactively monitor client usage and engagement, identifying risks and opportunities to drive retention and expansion
Partner with Account Managers to develop and execute account strategies, including upsell and cross-sell opportunities
Handle complex client queries and coordinate with internal teams, including economists, IT, product, and research teams, to deliver solutions
Analyse client data and usage trends to provide insights and recommendations internally and externally
Support renewal processes through structured account reviews and strategic engagement
Contribute to content-led client engagement initiatives, including webinars, regional updates, product communications, and client briefings
Ensure accurate tracking of client activity and pipeline in Salesforce

Internal Collaboration & Leadership

Act as a key liaison between clients and internal teams, ensuring feedback is shared and actioned
Provide insights on client needs, product gaps, and market trends to support product development and regional client strategy
Work closely with colleagues across APAC and other global teams to ensure a consistent client experience
Mentor or support more junior team members where appropriate
Contribute to improving internal processes, tools, and client success strategies

Skills, Knowledge & Expertise

Proven experience in Customer Success, Account Management, or a client-facing role within a subscription, research, data, SaaS, financial services, consulting, or information services business
Strong track record of managing client relationships and driving retention and growth
Excellent communication and presentation skills, with the ability to engage senior stakeholders across different markets and cultures
Highly organised, with the ability to manage multiple accounts and priorities effectively
Strong analytical skills, with experience interpreting client usage data and trends
Experience using CRM systems, such as Salesforce
Proactive, solutions-oriented mindset with strong problem-solving ability
Comfortable working cross-functionally in a fast-paced, collaborative, international environment
Fluent in English
Additional Asian language skills would be advantageous but are not essential

Equal Employment Opportunity (EEO)

Oxford Economics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by governmental or local laws.

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.

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