Customer Success Associate

About Us

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.  

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.

Job Overview

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.

The position is ideal for individuals who are organised, proactive, customer-focused, and interested in developing strong commercial and strategic customer management skills.

Job Responsibilities

SMB Customer Portfolio Management

The CSA – SMB Accounts will manage a portfolio of small, lower-touch customer accounts.

Responsibilities include:

• Acting as the primary day-to-day contact for assigned customers
• Maintaining regular engagement through structured outreach
• Developing an understanding of customer workflows and product usage
• Ensuring customers can access relevant resources and support
• Managing follow-ups and ongoing engagement activities
• Maintaining accurate customer documentation in Planhat and Salesforce

Gold Standard:
Strong engagement across a large portfolio while ensuring customers feel supported, valued, and connected to Macrobond.

 

Customer Retention and Renewals

Support strong retention outcomes across the SMB portfolio.

Responsibilities include:

• Managing renewal conversations for SMB accounts
• Monitoring renewal timelines and engaging proactively ahead of key dates
• Identifying risks early and escalating where appropriate
• Reinforcing the value customers receive from Macrobond
• Maintaining accurate renewal tracking and forecasting

Gold Standard:
Renewals are prepared in advance, risks are identified early, and customers renew with confidence.

 

Customer Adoption and Engagement

Help customers successfully adopt and use Macrobond within their workflows.

Responsibilities include:

• Delivering standardised onboarding and adoption guidance
• Encouraging use of relevant features and workflows
• Monitoring engagement and usage trends
• Providing basic product and workflow support
• Identifying customers who may require additional support

 

Scalable and Tech-Touch Customer Success

Support scalable Customer Success initiatives across SMB customers.

Responsibilities include:

• Delivering structured outreach campaigns
• Supporting tech-touch and automated engagement programs
• Following established playbooks and engagement models
• Contributing to standardised customer communications and processes
• Supporting scalable education and engagement initiatives

 

Customer Health and Risk Management

Monitor and manage customer health across the portfolio.

Responsibilities include:

• Tracking engagement and activity levels
• Identifying signs of disengagement or risk
• Escalating higher-risk or strategic concerns
• Supporting mitigation plans for at-risk accounts
• Maintaining accurate account records and notes

 

Cross-Functional Collaboration

Work closely with internal teams to ensure customer success.

Responsibilities include:

• Escalating technical issues to Support when required
• Collaborating with Sales on renewals and expansion opportunities
• Sharing customer feedback and insights
• Supporting operational initiatives and process improvements
• Working closely with senior CSMs and Team Leads

 

Operational Excellence and Account Management

Maintain strong operational discipline across a high-volume portfolio.

Responsibilities include:

• Keeping accurate customer records in Planhat and Salesforce
• Logging activity and renewal updates consistently
• Managing tasks and follow-ups effectively
• Staying organised across a large number of accounts
• Adhering to Customer Success processes and standards

Success Metrics

Performance will be measured across:

• Retention: Meeting or exceeding SMB retention targets
• Renewals: Proactive management and accurate forecasting
• Engagement: High levels of customer activity and interaction
• Adoption: Continued use of Macrobond within workflows
• Operational Excellence: Accurate records and consistent follow-ups
• Customer Satisfaction: Positive and professional customer experience

Required Qualifications and experience

• Strong organisation and time management
• Ability to manage a high-volume customer portfolio
• Professional and proactive communication skills
• Curiosity about customer needs and use cases
• Consistency and reliability in execution
• Balance between responsiveness and operational discipline
• Collaborative mindset and positive attitude
• Interest in learning Customer Success and commercial skills
• Comfort working within structured processes and playbooks

Development Opportunity

This role offers a strong pathway into broader Customer Success responsibilities. Over time, you can develop skills in:

• Strategic customer management
• Retention and renewal strategy
• Identifying expansion opportunities
• Customer Success planning
• Executive communication
• Commercial awareness and account growth
• End-to-end customer lifecycle management

Systems and Tools

You will work with:

• Planhat – customer health tracking, workflows, and engagement
• Salesforce – customer records, contracts, and renewals
• Microsoft Teams – communication and collaboration
• Additional Customer Success tools as required

What do we offer

• Stable position in a growing business with a "people first" atmosphere
• Private health care and sport benefit
• Language learning platform
• Internal, external or online (e.g. Udemy) training possibilities 
• Hybrid work model
• A modern office in the city center with an amazing chillout space.
  
  

Our commitment to Diversity

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.

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.

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.

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Apply today and become part of our exciting journey!