Where industry intelligence is going next, and who's building it 

For over five decades, the world's most sophisticated institutions have relied on IBISWorld to navigate uncertainty, identify opportunity and stay ahead of change. Banks, consulting firms, governments: when the stakes are high and the answer has to be right, they come to us. 

That trust is our legacy, and it's our starting point. We're advancing beyond traditional research into AI-enabled, actionable intelligence, embedding human-verified insight directly into the workflows our clients live in so they can see further and decide faster. The ground is shifting in our industry, and we are the ones moving it. 

You'd be joining at the most exciting moment to do so. 

Why this role, right now 

We're investing heavily in Client Services in Australia, raising the bar on how we hire, how we develop our people, and what great looks like. We're building a team with real momentum, genuine accountability, and the kind of culture people don't want to leave. 

You'll own a portfolio of accounts, protect and grow ARR, and act as the trusted advisor your clients call first. You'll have real autonomy over how your book is run and a direct hand in shaping how a high-performing CS team operates. 

If you're the kind of person who's quietly outgrown your current role, who wants to be surrounded by people as driven as you are, this is the one to look at. 

What you'll do

• Own the end-to-end client experience for your SMB client book, from onboarding through to renewal
• Renew and grow your book, owning retention and spotting expansion opportunities within existing accounts
• Build commercial relationships across each account, and mine them for the value stories that drive retention and shape what we build next
• Be the first port of call for client questions on product and solutions, pulling in the right internal teams to get answers back fast
• Become a genuine expert in IBISWorld's product portfolio and research methodology, so you can talk data with confidence in any room
• Champion IBISWorld's products and solutions to prospects and clients across Europe

What success looks like

Customer success — Clients, particularly SMB clients, get outcomes they actually wanted from working with us. You're the dedicated resource who makes sure of it.

Product expertise — You're the product expert in front of clients, promoting the value of what we offer and feeding client feedback and market demand back into the business to shape what we build next.

Solution consultation — You bring ideas, not just answers. You understand what a client is trying to achieve and recommend insights and strategies that genuinely move their project forward.

What you'll bring

• Some experience in a customer success, client services or account management role is preferred, but we care more about attitude than years
• Communication skills that land, written, verbal, and in front of a room
• The confidence to present to a large audience without breaking a sweat
• A genuine curiosity about different industries, and comfort engaging with clients across a wide range of backgrounds
• Working knowledge of Excel, PowerPoint and Word
• Sharp organisational instincts, and the ability to juggle competing deadlines without dropping the ball
• A team-first mindset, happy to pull in other departments to get the right outcome for the client
• The independence to run your own patch without someone checking in every five minutes
• Fluency or proficiency in Mandarin is a plus