Customer Success Manager – Industry – Croydon, England, United Kingdom NEW

Croydon, London
Jane’s Group

Janes empowers military, government, and defence leaders to act with confidence in an increasingly complex world. Our trusted defence, security, and geopolitical information delivered through seamless digital platforms and system integrations-turns overwhelming data into clear, actionable intelligence and insight. By filling critical information gaps, Janes helps customers analyse threats, accelerate decisions, and stay ahead of emerging challenges.

Job purpose

As the Customer Success Manager, you will play a key role in building strong relationships with customers across our Defence Industry customer base, ensuring they gain maximum value from Janes’ content, data, and services. This customer-facing position is pivotal in supporting customer success, driving revenue retention, and identifying growth opportunities.

The Customer Success Manager will be responsible for educating our customers to understand new opportunities and ways of working. This role offers an opportunity to make a meaningful impact in supporting and shaping the success of our customers while growing your career in an innovative and supportive environment.

How you will contribute at Janes

• Train and support the end user community, helping them harness the full potential of Janes’ data and content.
• Work closely with customers to understand their workflows, needs and feedback to develop and maintain an engaged user community.
• Undertake end user community surveys following up on actions required to ensure training meets and enhances customers’ expectations of Janes.
• Develop creative strategies for customer engagement, including case studies, scenario modelling for sharing best practice.
• Partner with the Sales team to identify and capture new business opportunities, building on Janes’ reputation for excellence.
• Collaborate across teams to test and improve Janes’ products, ensuring they meet evolving customer requirements and provide feedback back to the Product team.
• Work with Marketing to develop user-focused promotions and engagement activities, creating a sense of community and shared purpose.
• Work closely with our Research, Data and Analysis team to better understand our data structures, methodology and tradecraft to support our customers.

Requirements

• A background and understanding of the Defence Industry.
• Confidence in presenting ideas virtually and in person, with an ability to connect with diverse audiences.
• A customer-first mindset, with the ability to balance independent work with collaborative problem-solving.
• A background in Market Strategy, Strategic Planning or Market Analyst would be preferable.
• French or another European language would be a bonus.
• A passion for using technology and online tools to drive results as well as experience working remotely.
• 27 days of annual leave.
• Healthy half (0.5 day leave every 6 months for wellbeing).
• Private medical insurance – BUPA.
• Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay).
• Paternity (100% of basic salary for 6 weeks).
• Life cover.
• Access to LinkedIn Learning.
• Access to an on-site gym.

Life at Janes

We believe Janes is truly a great place to work. Our values and leadership code drive everything we do, and we understand that the right behaviours and culture will always result in the best outcomes for our customers, our colleagues, our shareholders, and our business. We provide a supportive, stretching, and dynamic environment with the ability for you to grow rapidly, both personally and professionally.

Janes is an inclusive and equal opportunities employer and encourages applications regardless of age, race, disability, religion / belief, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy/maternity, or gender.

Although this role is advertised as full time, Janes believed that flexibility at work can provide many significant benefits both to our colleagues and the business. We already work in a hybrid style across all offices and regions and can support different ways of working and offer different flexible working arrangements. So, if you are interested and have any requirements or needs in the way you would like to work, please apply, and speak to us about this. We will always consider part time or flexible applications.