At a Glance
- Tasks: Lead customer success strategies and build a team to enhance client engagement.
- Company: Join Informa, a top-rated global company with a vibrant community.
- Benefits: Enjoy flexible working, generous leave, and opportunities for personal growth.
- Other info: Collaborate with diverse teams globally and enjoy a supportive work culture.
- Why this job: Make a real impact in a rapidly growing team focused on customer success.
- Qualifications: Experience in customer experience roles and strong communication skills required.
The predicted salary is between 63000 - 77000 £ per year.
At Informa, no two days and no two people are the same, and you'll find the freedom, opportunity and support of a fantastic community to make a real impact.
We’re an international business that connects specialists with knowledge, helping them to learn more, know more and do more through live and on demand events, digital and data‑driven services and academic research.
We are home to over 14,000 colleagues across 30 countries and are a member of the UK’s FTSE 100 group of leading public companies.
We’re thrilled to have earned the #3 spot in Glassdoor's Best Places to Work 2025 UK list, a recognition based solely on reviews by those who know us best - our current and previous colleagues.
In Global Support, we provide expert guidance and hands‑on support to the Informa Group and Informa’s many business teams.
Across tech, finance, legal, corporate development, HR, communications, operations and many other areas, we work collaboratively and flexibly to help our brands serve their customers and help the company succeed.
This role is based in our 5 Howick Place Office in London Victoria.
Lead Insights is the Informa‑owned analytics platform that delivers leads and insights to our event and digital sponsors and exhibitors.
It is a key commercial strategy for the business as part of One Informa, with significant expansion planned across Markets, Connect and Festivals in 2026‑28 and beyond.
In this role, you will have an opportunity to build and own the customer success strategy for the product, delivering value to 50,000+ customers annually.
As part of the Lead Insights Leadership Team, you will initially be responsible for developing a customer success strategy and set of tools, as well as building a small team of experts.
You will then own the adoption and implementation of these best practices through a team of product delivery and customer success managers aligned throughout the business.
Customer usage and engagement are the key metrics you will be measured by.
This is an chance to join a rapidly growing team from the start, delivering a product that is central to Informa strategy, with all the opportunity and visibility that brings.
- Primary Responsibilities
- Develop a best practice set of data‑led, multi‑channelcustomer success strategies to drive value through Lead Insights.
- Identify and implement best-in‑classcustomer success technologies and tools.
- Be a strong voice on the Lead Insights leadership team, working closely with commercial, delivery and change leads to deliver strategic out comes.
- Build and run a small team of AI‑powered specialists to support your strategies.
- Implement and uphold best practice data‑led customer success methodologies and frameworks.
- Embed new strategies and processes into Product Delivery teams to implement with customers.
- Identify needs in messaging, collateral, comms and any other requirements from Product Delivery teams and work closely with Change leaders to develop solutions.
- Train and mentor Product Delivery team and wider CS event teams to oversee day‑to‑day CS operations.
- Provide strategic guidance to Product Delivery team in customising customer success plans and collateral for distinct brand requirements.
- Establish comprehensive customer and event team feedback mechanisms across multiple channels to ensure continuous service improvement.
- Identify KPIs to track success and drive strategy.
- Act as a champion of the product and report to senior leadership teams within divisions and and One Informa.
- Extensive experience in a customer experience role
- Experience leading a customer experience team
- Experience working with data and developing strategies led by data
- Experience working with industry leading tools
- Preferably experience driving customer success strategies for a subscription style or data product
- Confident when communicating with diverse teams, senior stakeholders and customers.
- A relationship builder who will partner with colleagues around the world.
- Highly organised and process driven with an attention to detail.
- Strong time management and prioritisation skills.
- Confident in delivering clear, valuable training sessions.
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.
Employee experience is very important to us at Informa.
On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates.
We are also flexible with different working patterns and prioritize promotions internally.
Our benefits include
- Great community: a welcoming culture with in‑person and online social events, our fantastic Walk the World charity day and active Diversity and Inclusion networks
- Broader impact: take up to four days per year to volunteer, with charity match funding available too
- Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on‑Demand access to thousands of courses on Linked In Learning.
- When it’s time for the next step, we encourage and support internal job moves
- Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
- A flexible range of personal benefits to choose from, plus company‑funded private medical cover
- A Share Match scheme that allows you to become an Informa shareholder with free matching shares
- Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
- Recognition for great work, with global awards and kudos programmes
- As an international company, the chance to collaborate with teams around the world
We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements.
If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply.
You could be just what we need!
We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.
As such, Informa is proud to be an Equal Opportunity Employer.
We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.
If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch.
See how Informa handles your personal data when you apply for a job here.
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Customer Success Lead employer: Informa Connect
Informa is an exceptional employer that fosters a vibrant and inclusive work culture, where employees are empowered to make a meaningful impact. With a strong emphasis on professional growth, we offer bespoke training, internal promotions, and the flexibility to work from home or remotely, all while being part of a supportive community in our London Victoria office. Our commitment to employee wellbeing, diverse social events, and opportunities for volunteering further enhance the rewarding experience of working with us.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Informa Connect. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Informa Connect before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Informa Connect:Your cover letter is your chance to shine! Tell us why you want to work at Informa Connect specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Informa Connect!
How to prepare for a job interview at Informa Connect
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
