Senior Customer Success Manager

Do you want to develop your career and make an impact in the fast-growth, fast-moving B2B technology space? At Informa TechTarget, you’ll collaborate and grow alongside some of the industry’s most respected experts. You’ll work with leading brands and be exposed to world-shaping innovations. You’ll apply your energy and intellect to helping clients be faster to market and faster to revenue.

About Informa TechTarget

Informa TechTarget (Nasdaq: TTGT) informs, influences and connects the world’s technology buyers and sellers, to accelerate growth from R&D to ROI. With an unparalleled reach of over 220 highly targeted technology-specific websites and more than 50 million permissioned first-party audience members, Informa TechTarget has a unique understanding of and insight into technology markets. Underpinned by those audiences and their data, we offer expert-led, data-driven, and digitally enabled services that deliver significant impact and measurable outcomes to our clients. We provide our customers with:

• Trusted information that shapes the industry and informs investment
• Intelligence and advice that guides and influences strategy
• Advertising that grows reputation and establishes thought leadership
• Custom content that engages and prompts action
• Intent and demand generation that more precisely targets and converts

Our organization is committed to sustainability, diversity, wellbeing, and ethical working practices.

About the role

This position is based in our 275 Grove St, Auburndale, MA 02466, USA office. We are seeking a motivated Senior 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 for clients who purchase our integrated media and data services, with a focus on partnering with clients on their usage of Informa TechTarget’s products. The Customer Success Manager will be an extension of our clients’ marketing and sales teams, with a clear understanding of the customers’ business challenges and ensuring our products and services help to achieve the customer’s objectives, goals, and KPIs.

Responsibilities

• Drive customer engagement with Informa TechTarget products; focusing on adoption, expansion, and renewal
• Onboard and 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 proactively to prevent and resolve issues and provide data, deliverables, and strategic guidance to customers
• Present and communicate, in person, over the phone, or via video to end users, marketing management, sales management, and executives
• Escalate areas of concern and client challenges
• Provide and consult on marketing and sales best practices and how Informa TechTarget data and products can support

Requirements

• Bachelor’s degree
• 4+ years of customer-facing experience in a customer success role, preferably in a software or Sales/Marketing environment
• Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation, and content marketing
• Extremely detail-oriented, with the ability to multitask across several different product and client engagements
• Creative problem-solving, solutions-oriented, and strategic with a long-term view of customer relationships
• 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

Pay

The salary for this position is $85,000–90,000 based on experience, plus an annual bonus opportunity.

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
• Career opportunity: develop your career with bespoke training and learning, mentoring platforms, and on-demand access to thousands of courses on LinkedIn Learning; internal job moves encouraged and supported
• Time out: unlimited 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: 401k match, health, vision, and dental insurance, parental leave, and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support: EAP assistance, mental health first aiders, free access to a wellness app, and more
• Recognition for great work: global awards and kudos programs
• International collaboration: the chance to work with teams around the world