Customer Success Manager, APAC

Department: APAC Sales

Location: Sydney, Australia

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.