Manager, Customer Success

Business Insider is looking for a Manager of Customer Success to lead and manage our Customer Success team, supporting both Business Insider’s B2C and B2B subscription businesses.

Business Insider is for people who are driven, optimistic and always looking forward. Our mission is to inspire action through thought-provoking stories. We tell our audience what they want and need to know to improve their lives and the world with storytelling that is accessible, smart, sometimes unexpected, and always helpful. Our team members embody and uphold Business Insider’s three core values: we are all one team, we are effective, and we strive to get better every day.

Our Customer Success team within subscriptions is the backbone to the subscriptions business to ensure our clients are getting the most value of their subscription and an excellent experience for all subscribers

The Role & Team:

Business Insider is looking for a Manager of Customer Success to lead and manage our Customer Success team, supporting both Business Insider’s B2C and B2B subscription businesses, ensuring an excellent experience for all subscribers. This role will oversee the entire customer success journey, including support for our consumer subscribers as well as relationship management for our B2B customers. 

As the Manager of Customer Success, you will manage a B2B Customer Success Manager (CSM) who is responsible for client communications and engagement across the subscription lifecycle, including renewals and new business inquiries. Additionally, you will oversee various customer support systems (e.g., HubSpot, Zendesk). You will also lead the management of 2-3 agents from a third-party customer support vendor, ModSquad, ensuring they deliver exceptional support to our consumer subscribers.

This role reports directly to the Vice President, Customer Success, and Group Subscriptions, and sits on the Subscriptions team. This role will be remote. 

Key Responsibilities:

• Hands-On Support Management:
• Directly review and manage support queues, including open and new tickets, and escalations. Identify and resolve immediate issues, and ensure proper handling of group subscription requests.
• Escalation Management:
• Oversee and occasionally manage escalations related to receipt issues, checkout/payment problems, access and tech issues, email changes, and complicated refund requests. Utilize established escalation protocols, and ensure clear communication through relevant platforms.
• Customer Experience & Retention:
• Lead initiatives to enhance the overall customer experience, ensuring high levels of satisfaction and retention for both B2C and B2B …