Customer Success Executive – Subscriptions
Business NewsBe the “BN Genius” our subscribers turn to when they want to get more value from Business News.
Business News is growing and we are looking for a Customer Success Executive to become a trusted product expert for our subscribers.
This is a great role for someone who genuinely enjoys helping people, explaining how things work, building relationships and making sure customers feel valued.
Internally, we call this person a BN Genius.
That means you will become one of the go-to people for how Business News subscriptions, products, features and subscriber experiences work. You will help subscribers understand what they have access to, show them how to get more value, solve issues when they arise and identify opportunities where we can support them better.
This is not just a customer service role. It is a customer success role with real impact on retention, subscriber satisfaction, product adoption and commercial growth.
Why Business News?
Business News is one of Western Australia’s most recognised business media and information brands. For more than 30 years, we have helped WA business leaders access the news, intelligence, data, events and connections they need to make better decisions.
Over recent years, Business News has grown strongly to the point where it is hard to speak with a business leader in WA who does not know who we are.
We are proud to pay fairly to market but people join and stay with Business News because of our culture. We are high-performing, supportive and ambitious and around 20% of our people have been with the business for more than 10 years.
The opportunity
As our Customer Success Executive, you will be a key contact for Business News subscribers.
You will proactively contact subscribers, run short product demonstrations, help people understand features they may not be using, respond to inbound questions, identify churn risks early and work closely with our New Business and Retention teams.
The goal is simple: every subscriber should feel supported, understood and confident they are getting value from Business News.
What you will be doing
You will:
Become an expert in Business News subscriptions, products, features and subscriber experience
Proactively contact assigned subscribers twice a year to review usage, understand needs and demonstrate value
Run concise screen-share demos to help subscribers use Business News more effectively
Handle inbound subscriber enquiries, including access, billing and technical questions
Troubleshoot issues and escalate where required
Identify when a subscriber may benefit from additional products, licences or services
Create smooth handoffs to New Business or Retention teams when appropriate
Monitor subscriber engagement and flag potential churn risks early
Keep accurate notes, outcomes and next steps in Salesforce
Share subscriber feedback to help improve products, communications and service
This role involves regular phone conversations, video calls, screen-share demonstrations and follow-up. You will need to enjoy talking to people and be comfortable explaining things clearly.
What success looks like
Success in this role is not just about activity. It is about subscriber outcomes.
You will help ensure that:
Subscribers are contacted regularly and feel valued
People understand how to use their Business News subscription properly
Potential issues are resolved before they become cancellations
Subscribers become more engaged over time
Retention stays strong
Upgrade and expansion opportunities are identified professionally
Internal teams have clear notes, context and handoffs
You will not be expected to sell. You will be expected to listen carefully, understand what subscribers need and connect them with the right support or solution.
Who we are looking for
You do not need to be a traditional salesperson.
You may be a great fit if you have worked in customer service, customer success, subscriptions, account coordination, membership services, product support, SaaS support, client onboarding, admin-heavy client service, training, events, professional services or another customer-facing role.
What matters most is that you are:
Genuinely interested in helping people succeed
Curious about business, people and how products work
Confident speaking on the phone and over video
Clear, warm and professional in your communication
Comfortable learning technology and explaining it to others
Organised and disciplined with follow-up
Good at recording notes and using CRM systems
Calm when solving problems
Commercially aware without being pushy
Someone who takes ownership and follows through
Experience with Salesforce or another CRM would be helpful, but it is not essential if you are organised and willing to learn.
What we offer
$65 – 75K + superannuation
Performance incentives tied to service, retention and upgrade outcomes
Full training in Business News products, subscriptions and systems
Coaching and development from an experienced commercial team
A clear pathway into broader commercial, account management or relationship roles
Exposure to WA’s senior business community
A supportive team with high standards and strong long-term staff retention
The chance to work with a respected WA brand that is continuing to grow
Who this role will suit
This role will suit someone who likes being the person others rely on.
You might be the person in your current team who learns the system first, explains things clearly, remembers the details and follows up when you say you will. You probably enjoy helping customers solve problems, but you also like understanding the bigger picture.
You do not need to know everything on day one. You do need to be curious, reliable, comfortable speaking to people and willing to become a genuine expert.
Who this role will not suit
This role will not suit someone who wants to only respond to emails, avoid phone calls, or pass problems to someone else.
It will suit someone who enjoys proactive contact, takes pride in great service and wants to build long-term relationships with subscribers.
How to apply
Please apply through SEEK with your CV and answer these three questions:
Tell us about a time you helped a customer, client or colleague understand something complicated.
What makes you good at building trust with people?
Why does the idea of becoming a “BN Genius” appeal to you?
Applications will be reviewed as they are received.
No agency submissions, please.