Customer Success Manager

Key Accounts Customer Success (CS)

This role is based in our New York City office. The Key Accounts Customer Success (CS) position will report into the Head of Customer Success, working exclusively on our digital products.

The CS 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 CS is also responsible for onboarding new key clients and facilitating their training in our product suite.

The role of the CS is to become the trusted advisor to some of our biggest and most valuable clients who range from the largest advertising agencies to leading brands and media owners. The CS’s interactions with these key accounts are to increase their understanding and usage of our suite of LIONS Intelligence products and services.

Everything the CS role does is to increase the likelihood of renewal, upsell and cross‑sell. The Key Account CS has a particular focus on mapping & deepening relationships with our key accounts, to provide the best environment for the Account Management team to grow our commercial holdings with them.

The majority of each day will be spent engaging with customers via meetings, speaking on the phone and building relationships with customers to build their usage of LIONS Intelligence products and services. The Key Account CS may also be required to present our content in a compelling manner, so that the perception of value of the LIONS Intelligence platforms and the content within is as high as possible.

You will be recording key insights from customers on our systems and working with our leading Account Management team to strategise where to prioritise focus to ensure we hit our retention & growth targets.

• Working to engage with your customer through email, phone calls and meetings (online and offline) at both individual user‑ and company‑level
• Onboarding customers to LIONS Intelligence products as the first point of contact
• Identifying and nurturing upsell & cross‑selling opportunities across the wider LIONS portfolio for our high‑growth, key customers
• Driving engagement with LIONS Intelligence’s entire portfolio of products, including promoting upcoming events and sessions
• Meeting and exceeding your KPI targets on customer meeting activity
• Managing projects around team collaboration and sharing of resources, ideas and engagement strategies
• Collecting integral key information & usage data to help build the case for renewal & account growth - accurately recording insights on our systems, including Salesforce
• Arranging and delivering engaging workshops with customers, tailored to their needs to ensure customers understand the value of our products, and that they are integrated into their business processes

• Interest in the advertising, marketing and creativity industry
• Experience in a customer‑facing role and a customer‑oriented environment, ideally in a Customer Success or Account Management capacity
• Naturally enthusiastic and happy to speak with customers on the phone, through video calls, and in‑person
• A proactive individual who is willing to learn and absorb ideas shared with them
• An energetic, curious, can‑do attitude, with a gift for strategy & problem solving, and a passion for storytelling
• Imaginative, with a passion for presenting your ideas to others
• Strong organisational & multi‑tasking skills - good attention to detail and able to work under pressure and deadlines

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 one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at

• Great community: a welcoming culture with in‑person and…