Customer Success Manager

Informa; Newton (MA); On-site; USD 64,000 - 71,800; Full time

Benefits offered by this job

Great community

Volunteer days

LinkedIn Learning access

Open PTO policy

Job summary

Informa TechTarget is seeking a Customer Success Manager to develop and sustain relationships that promote retention, growth and loyalty. You will guide clients in using our data and products, onboard them to SaaS capabilities, and coordinate with internal teams to deliver strategic guidance and measurable KPIs.

Ideal candidates have 2–4 years of customer-facing experience in a software environment, strong communication and presentation skills, and a sales-oriented mindset to identify upsell

Qualifications

• Bachelor's degree required.
• 2–4 years of customer-facing experience in a customer success or support role.
• Preferable experience onboarding clients to SaaS products.
• Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation and content marketing.
• Strong communication, presentation, and writing skills.

Responsibilities

• Drive customer engagement with Informa TechTarget products, focusing on adoption, expansion and renewal.
• Onboard & enable customers on product functionalities and capabilities.
• Investigate customer's current workflow and technology stack to identify opportunities.
• Present and communicate to end users, marketing management, sales management and executives.
• Coordinate with internal teams to prevent and resolve issues and provide data, deliverables, and strategic guidance.

Skills

Customer facing experience

Communication skills

Presentation skills

Sales orientation

Writing skills

Education

Bachelor's degree

Job description

Job Description

We are seeking a motivated Customer Success Manager who will be responsible for developing customer relationships that promote customer retention, growth and loyalty. Specifically, Customer Success Managers are responsible for providing strategic direction and tactical support for clients who purchase our integrated media and data services; with a focus on supporting clients and their usage of Informa TechTarget's products.

• Drive customer engagement with Informa TechTarget products; focusing adoption, expansion and renewal;
• Onboard & enable customers on product functionalities and capabilities;
• Investigate customer's current workflow and technology stack;
• Uncover customer's ideal key performance indicators, metrics of success and areas of opportunity;
• Consult customers on appropriate use cases of Informa TechTarget data and products to achieve agreed upon KPIs;
• Drive usage and identify recommendations on appropriate integration strategies;
• Build appropriate narratives, presentations and client communications that showcase client success, areas of optimization and upsell;
• Coordinate with internal teams to proactively prevent and resolve issues and provide data, deliverables, and strategic guidance to customers;
• Present and communicate, in person, over the phone or video to end users, marketing management, sales management and executives;
• Escalate areas of concerns, client challenges; and,
• Provide and consult on marketing and sales best practices and how Informa TechTarget data and productscan support

Qualifications

• Bachelor's degree;
• 2 - 4 years' years of customer facing experience in a customer success or support role, preferably in a software or Sales/Marketing environment.
• Preferable experience onboarding clients to SaaS products;
• Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing
• Extremely detailed oriented, ability to multi task several different product & client engagements;
• Creative problem solving, solutions-oriented and strategic, long-term view of customer relationship;
• Strong sales orientation, communication skills, client-ready presentation skills and writing skills; and,
• Ability to offer perspective and guidance, in some cases, in a persistent manner.

Salary

The salary for this position is $64,000 - 71,800 based on experience.

Benefits

• 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: open PTO policy, 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

Equal Opportunity Employment

TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. 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.

Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law.