Copy of Sales Manager, Retention Sales - Black Hat

This role is based in our 240 Blackfriars, London office. Drive sustainable revenue growth through exceptional customer retention and strategic account expansion in cybersecurity's most influential market. Are you an accomplished sales professional with a passion for building lasting customer relationships and maximizing account value? Join the industry-leading Black Hat & SecTor brands as we strengthen our customer retention capabilities and drive long-term revenue growth. As a Sales Manager, Retention Sales, you'll manage an assigned territory with a focus on renewal optimization, account expansion, and customer success. This role offers an exceptional opportunity for experienced professionals who excel at consultative selling, relationship management, and driving growth from existing accounts. With emphasis on customer lifetime value and retention excellence, this position is ideal for a strategic salesperson ready to achieve outstanding success through customer-centric approaches.

Responsibilities

• Sell exhibit space renewals and sponsorship packages to clients in assigned territory
• Drive customer retention rates of 90%+ while maximizing account expansion opportunities
• Develop comprehensive account strategies focused on long-term relationship building and value creation
• Identify and execute cross-selling opportunities across multiple events and product offerings
• Drive incremental revenue through strategic upselling of digital/media products and premium event experiences
• Conduct strategic business reviews with key customers to ensure satisfaction and identify growth opportunities
• Strategically manage territory with a focus on customer health and satisfaction optimization
• Develop territory plans to ensure systematic approach to sales growth and relationship management
• Build robust expansion pipeline through systematic identification of upselling and cross-selling opportunities
• Utilize advanced Salesforce.com functionality for customer health tracking, renewal management, and accurate forecasting
• Collaborate with customer success teams to ensure exceptional event experiences that drive retention
• Provide accurate forecasting for revenue and expansion potential
• Serve as primary point of contact for assigned accounts throughout the customer lifecycle
• Build and maintain strong relationships with key decision makers and influencers across assigned accounts
• Build trust and rapport with key customer contacts through consistent, professional communication
• Create custom retention and expansion proposals that demonstrate ROI and align with customer business objectives
• Proactively address customer concerns and coordinate internal resources to resolve issues quickly
• Gather customer feedback to inform product development and service enhancement initiatives
• Serve as customer advocate internally while driving revenue growth and retention excellence

Essential Experience

• 4-6 years of B2B sales experience with strong focus on account management and customer retention
• Proven track record of achieving retention rates above 85% while driving account expansion
• Experience managing complex, multi-stakeholder customer relationships with contract values of $25K+ annually
• Background in events, media, technology, or professional services with preference for cybersecurity industry exposure
• Demonstrated success in consultative selling and solution-based account management

Core Competencies

• Customer success mindset with genuine passion for helping clients achieve their business objectives
• Strategic account planning skills with ability to develop long-term relationship and growth strategies
• Consultative selling expertise including needs assessment, solution development, and value-based selling
• Negotiation skills for renewal discussions and expansion opportunity development
• Relationship building capabilities with ability to build trust and credibility with diverse stakeholders

Technical & Industry Knowledge

• Understanding of cybersecurity industry trends, challenges, and market dynamics
• Knowledge of event marketing and sponsorship ROI measurement and optimization
• Proficiency in Salesforce.com and CRM best practices for account management
• Experience with customer success methodologies and retention best practices
• Familiarity with digital marketing and integrated marketing solutions
• Customer-centric approach with focus on long-term relationship building over short-term gains
• Problem-solving mindset with ability to address customer challenges and find creative solutions
• Collaborative style that builds internal partnerships and drives customer success
• Results-oriented with consistent track record of meeting and exceeding retention and growth targets
• Professional communication skills including presentation abilities and executive presence

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, Money20/20, 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. 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. 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.

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 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