Customer Success Manager, LIONS Intelligence in London

Company Description

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 brands like Cannes Lions, Black Hat, Money20/20 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.

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor's Best Places to Work 2025 UK list.

Job Description

The Customer Success Manager position will report into the EMEA Head of Customer Success. The Customer Success Manager 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 CSM also works with our New Business team, onboarding new clients and facilitating their training in our product suite.

The role of the CSM is to become the trusted advisor to our clients who range from the largest advertising agencies to leading brands and media owners. We aim to build our partnerships and relationships with our customers to increase their understanding and usage of our suite of LIONS Intelligence products and services. Everything the CSM role does is to increase the likelihood of renewal, upsell and cross-sell.

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. 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.

Key accountabilities:

• Working to engage with your customer through email, phone calls and meetings (online and offline).
• Onboarding customers to LIONS Intelligence products as the first point of contact, owning the lifecycle of these clients through to eventual renewal.
• Identifying and nurturing upsell & cross-selling opportunities across the LIONS portfolio.
• Driving engagement with LIONS’ 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 - 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.

This list is not exhaustive and there may be other activities you are required to deliver.

Qualifications:

• Prior experience in a customer-facing role (Customer Success, Client Services, Account Management or similar).
• Interest in the advertising, marketing and creativity industry.
• Desire to work in a customer-facing role and a customer-oriented environment.
• Naturally enthusiastic and happy to speak with customers on the phone.
• A proactive individual who is willing to learn and absorb ideas shared with them.
• Energetic, curious, can-do attitude, problem solving and 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.

Additional Information:

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 LifeAt.Informa.com

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely.
• 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 LinkedIn 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 ShareMatch 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’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.

See how Informa handles your personal data when you apply for a job here.