Senior Customer Success Manager

This position is based in our 275 Grove St, Auburndale, MA 02466, USA office.

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.

The Customer Success Manager will be an extension of our clients’ marketing and sales teams, with the clear understanding of the customers’ business challenges and ensuring our products and services help to achieve the customer’s objectives, goals and KPIs. Key responsibilities include:

• 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 to 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 products can support