Customer Success Manager

Company Description

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious events like Cannes Lions, Black Hat, Money20/20, GDC, and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival-led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

Job Description

This role is based in our New York City office.

The Key Accounts Customer Success (CS) position will report into the Head of Customer Success, working exclusively on our digital products.

The CS works with the Account Management team to ensure that our clients understand and get tangible value from the LIONS Intelligence portfolio of products: The Work, Contagious IQ, WARC, and Effie. The CS is also responsible for onboarding new key clients and facilitating their training in our product suite.

The role of the CS is to become the trusted advisor to some of our biggest and most valuable clients who range from the largest advertising agencies to leading brands and media owners. The CS’s interactions with these key accounts are to increase their understanding and usage of our suite of LIONS Intelligence products and services.

Everything the CS role does is to increase the likelihood of renewal, upsell and cross-sell. The Key Account CS has a particular focus on mapping & deepening relationships with our key accounts, to provide the best environment for the Account Management team to grow our commercial holdings with them.

The majority of each day will be spent engaging with customers via meetings, speaking on the phone and building relationships with customers to build their usage of LIONS Intelligence products and services. The Key Account CS may also be required to present our content in a compelling manner, so that the perception of value of the LIONS Intelligence platforms and the content within is as high as possible.

You will be recording key insights from customers on our systems and working with our leading Account Management team to strategise where to prioritise focus to ensure we hit our retention & growth targets.

Key Accountabilities

• Working to engage with your customer through email, phone calls and meetings (online and offline) at both individual user- and company-level
• Onboarding customers to LIONS Intelligence products as the first point of contact
• Identifying and nurturing upsell & cross-selling opportunities across the wider LIONS portfolio for our high-growth, key customers
• Driving engagement with LIONS Intelligence’s entire portfolio of products, including promoting upcoming events and sessions
• Meeting and exceeding your KPI targets on customer meeting activity
• Managing projects around team collaboration and sharing of resources, ideas and engagement strategies
• Collecting integral key information & usage data to help build the case for renewal & account growth - accurately recording insights on our systems, including Salesforce
• Arranging and delivering engaging workshops with customers, tailored to their needs to ensure customers understand the value of our products, and that they are integrated into their business processes

Qualifications

• Interest in the advertising, marketing and creativity industry
• Experience in a customer-facing role and a customer-oriented environment, ideally in a Customer Success or Account Management capacity
• Naturally enthusiastic and happy to speak with customers on the phone, through video calls, and in-person
• A proactive individual who is willing to learn and absorb ideas shared with them
• An energetic, curious, can-do attitude, with a gift for strategy & problem solving, and a passion for storytelling
• Imaginative, with a passion for presenting your ideas to others
• Strong organisational & multi-tasking skills - good attention to detail and able to work under pressure and deadlines

Additional Information

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

The salary range for this role is $60,000- $70,000 + commission, based on experience.

This posting will automatically expire on March 16, 2026.

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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