Description
Oxford Economics, a leading global economic research and consultancy firm, is seeking a Customer Success Manager to join our APAC Account Management team.
Department
Department:
APAC Sales
Location
Location:
Sydney, Australia
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 chance 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.
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📌 Customer Success Executive (Sydney)
🏢 Oxford Economics
📍 Sydney