Customer Success Executive

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, Money
20/20, 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.

This role is based in our office. We are seeking a proactive and customer‑focused Customer Success Executive to join our eLearning team. In this role, you will play a key part in delivering exceptional support to our students, ensuring a seamless learning experience across our eLearning portfolio.

Your primary focus will be on onboarding students, with particular attention to key accounts, troubleshooting access issues, and driving student progress and course completion. By fostering a positive learning journey, you will contribute to delivering a great experience and achieving a high Net Promoter Score (NPS).

This is a collaborative role where you will work closely with sales, product, and marketing teams to align efforts and deliver best‑in‑class customer success.

• Develop and implement best practices for onboarding, in‑life, and off‑boarding processes to enhance the student experience.
• Monitor and manage the LIONS eLearning inbox, responding promptly to inbound inquiries and sending onboarding and follow‑up communications as needed.
• Collaborate with cross‑functional teams to align on key calendar moments and ensure a seamless experience for students.
• Foster a culture of collaboration, customer‑centricity, and psychological safety within the team and the broader Intelligence community.

• Troubleshoot and resolve access issues to ensure students can fully engage with their courses.
• Drive student progress and course completion by providing proactive support and guidance.
• Focus on key accounts to deliver tailored onboarding and engagement strategies.

• Work closely with sales, product, and marketing teams to align on customer success initiatives and ensure a unified approach.
• Support broader initiatives within the LIONS Division to contribute to the success of the Intelligence portfolio.

• Proven experience in a Customer Success Executive role, ideally within eLearning or a related field.
• Strong understanding of customer success processes and best practices, including onboarding, in‑life, and offboarding experiences.
• Excellent troubleshooting skills with the ability to resolve simple technical issues remotely.
• Effective organizational skills and the ability to manage multiple tasks simultaneously.
• Strong communication skills, both written and verbal, with experience presenting to senior management and stakeholders.
• A collaborative mindset with the ability to work effectively alongside business leads, stakeholders, and cross‑functional teams.

• Experience working in the creative industries.
• Demonstrated ability to design processes and solve problems effectively.
• Analytical and creative thinking skills, with the ability to provide actionable feedback.
• Proficiency in communicating the reasoning behind your work and influencing stakeholders.

• The opportunity to shape the customer success strategy for a growing eLearning portfolio.
• A collaborative and supportive work environment that values innovation and customer‑centricity.
• Professional development opportunities within the dynamic and creative industries.
• A competitive salary and benefits package.

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…