The posting
Job description
The Insights Family exists to know what kids and families do next. Since 2017 we have listened to kids, young adults and parents at a scale no one else can match: close to a million people a year across 22 markets, more than 5.5 billion data points and counting. We are not a panel you dust off once a year. We are an always-on instrument, and the world's leading media, entertainment, toy, licensing, advertising and consumer brands use us to replace guesswork with independent, real-time evidence.
Kids sway 78% of family spending, yet most decisions about the trillion-dollar family economy are still made on assumption and instinct. The kid sets the agenda; the parent makes it real, and our job is to put their real voice into the rooms where the biggest decisions get made. Our next chapter is about scale: deepening our footprint across EMEA and accelerating growth in the US from our locations in Manchester, London and New York. If you want to help define a category rather than follow one, this is the place to do it.
Our Culture and Values As a growing business, ensuring we are all committed to our core values is vital to creating the culture we all want to work within and establishes the foundations for high performance and growth. The core values we crafted as a team: • Accountable: Embracing ownership across all aspects of our business, including actions, decisions, and outcomes, and willingly taking responsibility for the results we achieve. • Inquisitive: Having a strong desire to learn, explore, and ask questions, and being curious about finding new solutions and opportunities. • Collaborative: Working together as a team, fostering a cooperative environment, and leveraging collective expertise to achieve shared goals. • Data-Driven: Relying on evidence, analytics, and insights to guide decision-making and drive our strategies. • Supportive: Providing assistance, encouragement, and resources to team members, customers, and partners, fostering a supportive and nurturing environment. • Empowered: Encouraging individuals to take ownership of their work, providing them with the autonomy and resources needed to make impactful decisions and drive innovation. • Customer-First: Putting customers' needs and satisfaction at the forefront of business decisions and strategies, prioritising their success and providing exceptional experiences and value.
About the role
A lot of companies treat customer success as a help desk. Answer the question, run the quarterly review, hope the renewal comes in. We see it differently. Our customers pay us for answers about kids and families, so every question they ask tells us something about what they are trying to do next, and nobody at TIF hears more of those questions than this role.
You will look after your own portfolio of customers, and you will own all of it: the relationship, the renewal and the growth. The day-to-day support matters and we want it done brilliantly, but the job does not stop when the query is answered. If a customer asks about one market, show them what the data says about the next one. If half their team never logs in, find out why. When you spot a way we could be more useful to a customer, that is your opening, and often our next piece of revenue.
To be clear, this is a growth role. You will carry a number for the accounts you look after, and we will measure you on retention and expansion, not on how many tickets you close. It suits someone who genuinely likes customers and likes selling, and who would rather bring a customer an idea than wait for renewal season. The role covers five areas:
Portfolio Ownership & Growth Planning • Own the end-to-end relationship for a portfolio of named accounts, from onboarding through adoption, renewal and growth, with responsibility for the portfolio's growth revenue: upsell, cross-sell, seat growth and tier upgrades. • Build account growth plans tied to each customer's business outcomes, and forecast your expansion pipeline with sales-level rigour. • Work with the VP Customer Success, Sales and CEO on account priorities, mapping stakeholders and building multi-threaded relationships with economic buyers, not just day-to-day users.
Insight-Led Support & Findings • Own day-to-day customer queries and treat every one as an intent signal: resolve it quickly and well, then bring back what else the data shows. • Work with Research Solutions to turn TIF data into proactive, account-relevant findings that open the next value conversation. • Make support visible and repeatable: log every touch, spot patterns in what customers ask, and feed them into product and commercial conversations.
Adoption, Health & Whitespace • Live in our portal usage data and customer health signals to spot whitespace, adoption gaps and risk early, and help shape how we measure customer health across all accounts. • Partner with Sales on handoffs and kick-offs, then lead onboarding of new accounts with clear first-90-day value milestones that shorten time-to-value. • Drive adoption of new TIF products as they launch, including Trackers, Custom Audiences, the API and our customer AI Agent, meeting customers where they are.
Commercial Conversations & Renewals • Lead renewal conversations early and commercially, negotiating value and impact, not just avoiding churn. • Deliver Quarterly and Executive Business Reviews that make the quantified case for expanded investment. • Convert findings into qualified expansion opportunities and carry them through to close, contributing to team-wide Net Revenue Retention (NRR) by flagging risk early and supporting peers.
Proof, Advocacy & Referral • Turn customer impact into proof: capture referenceable stories and quantified outcomes every quarter, feeding marketing, the website and the sales team. • Borrow trust: identify referral opportunities that generate new business leads for our sales team. • Track every engagement and outcome in the CRM so activity is visible, attributable and repeatable.
What success looks like
• By 90 days: Your portfolio is mapped with growth plans for your priority accounts, you are on top of usage and health signals, and your first proactive findings have landed with customers. • By 6 months: A steady rhythm of insight-led business reviews, renewals engaged early with no surprises, and a growing expansion pipeline with your first growth revenue closed. • By 12 months: Portfolio NRR ahead of target, a documented playbook for turning findings into revenue, and a bank of referenceable customer stories the whole business trades on.
What You'll Bring • Commercially sharp with a proven quota-carrying or growth-revenue history; three-plus years in a CS, AM or hybrid sales-CS role. • Data-fluent: confident interrogating datasets and insight platforms, and turning what you find into commercial narratives and ROI stories for senior, non-technical buyers. • Structured account planning across a portfolio, with the negotiation skills to sell value and impact. • Early risk and opportunity detection from usage and churn signals, combined with confident forecasting and pipeline management; expansion pipeline, not just renewals. • Excellent communication and interpersonal skills, confident with senior stakeholders in writing, on calls and in the room. • Self-motivated and resilient under ambiguity and growth targets; a scaleup environment where you wear multiple hats. • Your curiosity default is tuned to 'what else', 'what now', 'how can I go faster'.
Job benefits
• Experience in market research, insights, media, entertainment, licensing, FMCG or another data subscription business. • CRM/CS/AI platform fluency (HubSpot, Fathom, Claude, Microsoft Teams, Slack). • A track record of turning customer outcomes into case studies and marketing proof. • Success working cross-functionally with Sales, Product, Marketing and Engineering
