Job Description

About The Information

The Information is the go-to source of in-depth reporting for the most influential leaders in technology and business. Founded in 2013 and headquartered in San Francisco, our original, high-quality journalism has the power to inform the most consequential decisions shaping our future, and we’ve built a community of 700,000 active readers who depend on us to do just that. We have a financially healthy business, plenty of capital, and big ambitions to grow our team and business.

About the role

The Information is seeking a Customer Success Associate Manager to own renewals, retention, and account operations across a portfolio of ~300+ corporate and enterprise customers. This role ensures strong retention, proactive risk management, and seamless onboarding and provisioning, including SSO access and API/MCP feed setup and trials.

This is a mid-level Customer Success role working closely with Customer Success leadership and the Enterprise Sales team.

What you'll do

Renewals & retention

• Own the renewal process for a portfolio of ~300+ corporate and enterprise accounts.
• Manage renewal timelines, outreach, and execution 90 to 120 days ahead of contract expiration.
• Ensure customers understand renewal terms, pricing, and next steps.
• Monitor usage and engagement to identify churn risk early and take corrective action.
• Escalate at-risk renewals and account issues to Customer Success and Sales.
• Route seat additions and upsell interest surfaced during renewals to Sales.
• Maintain accurate renewal tracking and forecasting in Salesforce.

Onboarding & technical provisioning

• Configure SSO access, domain permissions, and seat provisioning for new and renewing accounts.
• Set up and manage API and MCP feed access for customers.
• Run feed trials end-to-end: setup, timelines, and usage monitoring.
• Track trial engagement and hand off conversion-ready trials to Sales.
• Coordinate with Product and Engineering to resolve access and delivery issues.

Customer experience & operations

• Serve as the primary point of contact for day-to-day customer needs on access, usage, billing coordination, and subscriptions.
• Maintain accurate account records in Salesforce, including renewal dates, contacts, and risk indicators.
• Report on renewal progress, retention, and net revenue retention.

Sales collaboration

• Identify upsell and expansion signals inside and outside the current department or cost center, and hand off qualified opportunities to Sales.
• Support Sales with account context, usage data, and renewal timing to enable successful conversations.

Qualifications

• 3+ years of experience in customer success, account management, or client services (B2B/SaaS preferred).
• Experience managing a high volume of accounts simultaneously.
• Comfort owning renewal conversations, including pricing and terms.
• Working knowledge of SSO/SAML, APIs, or data delivery products; comfortable troubleshooting with technical stakeholders.
• Strong organizational and time-management skills.
• Familiarity with CRM systems (Salesforce preferred).
• Clear communicator with a customer-first, commercially aware mindset.
• Experience in subscription-based businesses preferred.

Benefits

We offer a comprehensive and competitive benefits package designed to support the well-being of our employees and their families, including:

• Company-paid medical, dental, and vision coverage for employees and their dependents
• Medical coverage that includes fertility care and $0 copays for in-office mental health visits with in-network providers
• Paid parental leave to support and empower new parents
• Generous paid time off (PTO) that increases with tenure
• 401(k) plan with employer matching contributions
• Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses
• Fitness and wellness stipend to encourage a healthy lifestyle
• Monthly cell phone reimbursement
• Company-sponsored lunches in the office every Monday
• Commuter benefits
• A supportive, inclusive, and diverse work environment with a zero-tolerance policy for harassment

We can only accept applications from those eligible to live and work in the United States. This is a hybrid role with office attendance required 3 days/week.

Salary Range: $90,000 to $110,000 USD Annually + Bonus + Benefits

The salary range posted is based on the company's good faith belief at the time of the posting. Actual compensation may vary above or below this range based on factors such as location, work experience, and skill level.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to diversity and to building an inclusive environment for people of all backgrounds and ages.