Customer Success Specialist

This role is based in our San Francisco or NYC office

Were looking for a dynamic Customer Success Specialist to join our Black Hat this role youll deliver exceptional support to our event and digital media clients throughout their journey with us - from initial sale through event execution and beyond.

As part of the Cybersecurity Vertical at Informa Festivals youll manage comprehensive client relationships while providing our premium service experience ensuring maximum value realization and long-term partnership success.

Responsibilities:

Client Management

• Serve as the primary point of contact for clients from post-sale through event completion
• Lead sponsors through the event lifecycle including onboarding calls platform demos and educational webinars
• Build positive trust-based relationships through proactive outreach and consistent client touchpoints advising them on how to maximize their presence and ROI
• Oversee complete customer relationships including onboarding implementation adoption and handoff to sales for rebook

Event Delivery

• Manage exhibitor portal (EV2) and provide technical support to ensure current sponsor data
• Provide key details on event operations including deliverables and deadlines
• Track all client deliverables using internal systems and ensure timely adoption
• Collaborate with event support teams (Content Marketing Operations Registration) to ensure successful program delivery
• Manage comprehensive client experience during on-site events serving as their advocate and primary support
• Ensure timely and accurate distribution of event leads and post-event analytics
• Conduct post-event reviews and gather feedback to drive continuous improvement

Operational Excellence

• Document all client interactions comprehensively in Salesforce with detailed notes and next steps
• Maintain accurate reporting of deliverables
• Partner with Event Operations to deliver premium service
• Collaborate with Sales teams on rebook programs and renewal opportunities
• Develop and maintain client success plans with clear objectives and measurable outcomes
• Identify and escalate client issues promptly while working toward resolution

Qualifications :

• 2-3 years experience in Account Management or Customer Support
• Experience in B2B events (preferred)
• Proficiency with CRM systems preferably Salesforce
• Experience with customer communications via email webinars and one-to-one interactions
• Proven experience in quality control environments focusing on accurate delivery reporting and program reconciliation
• Ability to partner with and influence various internal and external stakeholders
• Exceptional written and verbal communication skills and presentation abilities
• Excellence in cross-departmental collaboration and project management

• Strong attention to detail and organizational skills
• Proven ability to work independently and lead strategic customer initiatives

• Ability to manage multiple client relationships simultaneously while maintaining high service standards
• Thrives in fast-paced environments and adapts quickly to changing priorities

Additional Information :

We believe that great things happen when people connect face-to-face. Thats why we work in-person with each other or with customers and partners three days a week or more. When youre 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. Heres some of what you can expect when you join us. But dont just take our word for it see what our colleagues have to say at

Our benefits include:

• Great community: a welcoming culture with in-person and online social events our fantastic Walk the World charity day and active colleague groups and networks promoting a positive supportive and collaborative work environment
• 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 its time for the next step we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years plus 10 national holidays a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits including a 401k match health vision and dental insurance parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance mental health first aiders free access to a wellness app and more
• Recognition for great work with global awards and kudos programs
• As an international company the chance to collaborate with teams around the world

The salary range for this role is $60000 - $70000 based on experience. 

This posting will automatically expire on February 4 2026.

Were 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.

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. Your request will be reviewed and considered in confidence. At Informa youll 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. Ask us or see our website for full information.

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Remote Work :

No

Employment Type :

Full-time