Remote SaaS Customer Success Manager

Informa Group Plc.; Massachusetts; Hybrid; USD 64,000 - 71,800; Full time

Benefits offered by this job

401k match

Health insurance

Vision insurance

Dental insurance

Parental leave

Open PTO policy

Birthday leave

Remote work flexibility

Job summary

Informa TechTarget in the United States is seeking a Customer Success Manager to extend clients’ marketing and sales teams. You’ll ensure products help achieve customer objectives and KPIs, focusing on adoption, renewal and expansion across SaaS offerings.

You will onboard clients, understand their workflows, and guide on best practices using Informa TechTarget data. Collaboration with internal teams will be essential to deliver strategic guidance and drive value.

Qualifications

• Bachelor’s degree is required.
• 2-4 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 detail 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.
• Ability to offer perspective and guidance, in some cases, in a persistent manner.

Responsibilities

• 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
• Provide and consult on marketing and sales best practices and how Informa TechTarget data and productscan support

Skills

Customer success

SaaS onboarding

B2B digital marketing

Ad tech

Marketing automation

Lead generation

Demand generation

Content marketing

Detail oriented

Multi-tasking

Communication skills

Presentation skills

Writing skills

Sales orientation

Problem solving

Education

Bachelor’s degree

Job description

Informa TechTarget in the United States is seeking a Customer Success Manager to extend clients’ marketing and sales teams. You’ll ensure products help achieve customer objectives and KPIs, focusing on adoption, renewal and expansion across SaaS offerings.

You will onboard clients, understand their workflows, and guide on best practices using Informa TechTarget data. Collaboration with internal teams will be essential to deliver strategic guidance and drive value.