Job Description
The Customer Success Manager position will report into the EMEA Head of Customer Success.
The Customer Success Manager 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 CSM also works with our New Business team, onboarding new clients and facilitating their training in our product suite.
The role of the CSM is to become the trusted advisor to our clients who range from the largest advertising agencies to leading brands and media owners. The goal is to build partnerships and relationships that increase understanding and usage of our suite of LIONS Intelligence products and services, thereby increasing the likelihood of renewal, upsell, and cross‑sell.
Key Accountabilities
- Engage with customers via email, phone calls and meetings (online and offline).
- Onboard customers to LIONS Intelligence products as the first point of contact, owning the lifecycle through to renewal.
- Identify and nurture upsell and cross‑selling opportunities across the LIONS portfolio.
- Drive engagement with LIONS’ portfolio of products, including promoting upcoming events and sessions.
- Meet and exceed KPI targets on customer meeting activity.
- Manage projects around team collaboration and sharing of resources, ideas, and engagement strategies.
- Collect key information and usage data to help build the case for renewal, accurately recording insights in systems such as Salesforce.
- Arrange and deliver engaging workshops tailored to customers’ needs to ensure they understand the value of our products and integrate them into their business processes.
Qualifications
- Prior experience in a customer‑facing role (Customer Success, Client Services, Account Management or similar).
- Interest in the advertising, marketing and creativity industry.
- Desire to work in a customer‑facing role and a customer‑oriented environment.
- Enthusiastic and happy to speak with customers on the phone.
- Proactive, willing to learn and absorb ideas shared.
- Energetic, curious, can‑do attitude, problem‑solving skills and passion for storytelling.
- Imaginative, with a passion for presenting ideas to others.
- Strong organisational and multi‑tasking skills, good attention to detail and ability to work under pressure and deadlines.
Benefits
- Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and we balance time in the office with remote work.
- Great community: a welcoming culture with in‑person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
- Broader impact: take up to four days per year to volunteer, with charity match funding available.
- Career opportunity: develop your career with bespoke training, mentoring platforms and on‑demand access to courses.
- Time out: 25 days annual leave rising to 27 days after two years, plus a birthday leave day and the chance to work from anywhere for up to four weeks a year.
- Flexible range of personal benefits, plus company‑funded private medical cover.
- ShareMatch scheme that allows you to become an Informa shareholder with free matching shares.
- Strong wellbeing support through EAP assistance, mental health first aiders, healthy living subsidy, access to health apps and more.
- Recognition for great work, with global awards and kudos programmes.
- International collaboration with teams around the world.
Equal Opportunities
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 a formal 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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