Client Success Manager

The Company:

Since 1971, IBISWorld has provided market-leading industry intelligence to professionals across finance, consulting, banking, government and corporate strategy. With offices in Melbourne, London, New York and Los Angeles, we give the world's leading institutions a clear, standardized view of industries across the globe so they can make better decisions, faster.

We have built this business on one principle: data you can trust. For over 50 years, the world's most respected banks, consulting firms and governments have relied on IBISWorld to navigate complex markets. That trust is the foundation of everything we do.

The Opportunity:

As a Client Success Manager at IBISWorld, you will work within a dynamic pod model alongside an Account Executive to manage a dedicated portfolio of clients, bringing together sales, service, and support into a highly collaborative, outcome-driven team. You will own the customer experience post-sale, leading onboarding for new users, delivering engaging product trainings, and driving strong adoption and growth. You will serve as the primary point of contact for day-to-day client needs, resolving inquiries and managing escalations with urgency and professionalism, while proactively strengthening relationships and ensuring users optimize value from the platform. By partnering closely with your AE, you will play a critical role in maximizing retention, reducing churn risk, and uncovering opportunities for growth.

This is an exciting opportunity for someone who thrives in a consultative, client-facing environment and is eager to work with innovative technologies—experience with platforms such as Microsoft Copilot, Anthropic’s Claude, Snowflake, and API-driven integrations is a strong advantage.

Key Responsibilities:

·       Partner with an Account Executive in a pod model to deliver a seamless client experience, maintaining shared visibility into account health, engagement, and risk.

·       Serve as the primary point of contact for client needs, managing onboarding, support, and day-to-day operations.

·       Lead onboarding and deliver tailored trainings and enablement resources to drive fast adoption and strong user activation.

·       Drive ongoing engagement and usage growth through proactive outreach, usage analysis, and best-practice guidance.

·       Educate clients on platform capabilities and integrations (e.g., APIs, Microsoft Copilot, Anthropic Claude, Snowflake) to deepen adoption.

·       Manage client inquiries and escalations, coordinating internally to resolve issues efficiently and maintain satisfaction.

·       Track account activity and maintain accurate records in CRM systems.

·       Monitor account health, flag churn risks, and identify expansion opportunities, partnering with the AE to support retention and growth.

·       Ensure smooth handoffs between service and commercial conversations to maintain a cohesive client experience.

Key Skills and Expertise:

·       Strong communicator and relationship builder who is able to engage stakeholders at all levels and deliver consultative, insight-driven guidance that drives adoption, retention, and client value.

·       Proven ability to manage multiple high-value accounts in a fast-paced environment, delivering exceptional service while balancing competing priorities.

·       Collaborative and adaptable, working cross-functionally to achieve shared outcomes while maintaining independence and accountability.

·       Solid understanding of SaaS/subscription models and commercial drivers, with experience managing B2B data or research clients.

·       Proactive, organized, and solutions-oriented, with a continuous improvement mindset.

·       Experienced with CRM and Customer Success platforms (e.g., Salesforce, Gainsight) to manage account health and growth opportunities.

·       Technically curious, with the ability to quickly learn and communicate platform capabilities, including integrations (APIs, SSO, workflows).

·       Skilled in delivering product demos, training, and presentations to both users and executive audiences.

·       Bachelor’s degree required; 1–2 years of relevant experience in Customer Success, Account Management, or a related field preferred.

·       Must be willing to work in the NY office, located at One World Trade Center 3 days a week.

Compensation: 85-95K (not including commission and bonuses)

EQUAL OPPORTUNITY EMPLOYER

IBISWorld is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or if you are having difficulty using our website to apply for employment, please email [email protected] for assistance.