Client Success Executive

About The Role

Purpose of the Role

PEI Group's Subscriptions organization brings together Account Management, Sales, Client Engagement, and Business Development to drive growth and retention across our data and research products. This team owns the full customer lifecycle - from initial acquisition to onboarding, ongoing engagement, renewal, and expansion - and plays a central role in delivering commercial outcomes and ensuring our brands are seen as essential tools for private market professionals globally.

Position Summary

Owns client onboarding, product adoption, usage optimization, and engagement insights across all Tier accounts. Acts as a key partner to Account Managers and Sales, ensuring clients realize product value, renew with confidence, and generate signals for cross-sell and upsell.

Key Responsibilities

Onboarding & Enablement

• Deliver structured onboarding programs tailored to client tier and product mix.
• Coordinate welcome materials, training sessions, user access, and first-use milestones.
• Track implementation progress and surface blockers or engagement risks early.

Usage Monitoring & Insight Generation

• Monitor client activity across platforms and products using engagement dashboards.
• Identify gaps in usage, feature adoption, or account-level engagement trends.
• Translate insights into actions for AMs and Sales (e.g., expansion, at-risk, advocacy potential).

Lifecycle Engagement Support

• Support QBRs (when necessary) with usage insights, and engagement commentary.
• Join Account Management and Sales on strategic calls to provide product usage context.

• Coordinate across Client Success team for pooled enablement in Tiers.

Risk Management & Retention Signals

• Flag early risk indicators: login drop-off, license underutilization, key contact disengagement.
• Support renewal discussions by validating product value realization.
• Run reports and provide analysis for disengaged accounts, usage drop-offs, or onboarding failures.

Internal Collaboration & Feedback Loop

• Collaborate with Account Managers on renewal risk and expansion readiness.
• Provide Sales with data to inform cross-sell timing and outreach.
• Share structured feedback with Product and Marketing based on client interactions.

About You

Requirements

Although we are keeping direct experience and knowledge requirements to a minimum, we do need you to demonstrate your capabilities in relation to the points listed under essential requirements in the person specification. You should be prepared to discuss illustrations on how your competencies have helped you to achieve positive results.

We are looking for someone who is;

Qualification & Experience

• Batchelors Degree (desired but not essential)
• 1+ years of experience working in a client facing position (or similar)
• Experience in a telephony based role (essential)
• Experience providing client demos and presentations (desired but not essential)
• Previous experience in customer focused positions (essential)
• Must be able to speak English to a professional business standard

Personal Attributes

• Willingness to make several dozen cold calls a day to PEI service users.
• Ability to acquire some knowledge and command of private markets.
• Organisational ability to handle involved-administrative responsibilities.
• Ability to achieve targets and maximise on client opportunities.
• Tenacious and hardworking.
• Able to communicate confidently to a range of senior clients.

PEI1

About Us

Who we are:

PEI Group is a subscriber-focused business intelligence company. With our multi-talented global team of over 490 people, spread across EMEA, USA & Asia, our purpose is to inform and connect investment professionals across global, specialised markets. We identify specific high growth, high value investment sectors and themes where deep insight, strong market relationships and active capital flows are critical for success.

What we do:

PEI Group provides industry-leading journalism, data, and market insight to subscribing clients via a wide portfolio of specialist brands supported by our robust and scalable digital publishing, analytics, and database platform. We also track the firms and individuals who shape markets and bring client-communities together to enable knowledge sharing, profile building and relationship development through professional networks and events. Wherever our markets are active - in New York, Los Angeles, Tokyo, Sydney, Hong Kong, Singapore, London and elsewhere - PEI is hard at work examining crucial market forces and shifting investment themes, identifying active investors and their capital allocations, and scanning ahead for regulatory changes, new compliance requirements and other risk factors.

At PEI we value diverse talent and welcome applications from everyone - regardless of background. We are an equal opportunity employer and our inclusive culture at PEI is reflected in every stage of the recruitment journey. Please inform us at initial stages of the recruitment process if you require any reasonable adjustments and we can accommodate this.

PEI Group supports flexible working arrangements, and we welcome career returners.