Customer Success Manager

Job Description

The Role

As we continue to scale internationally, we are hiring a Customer Success Manager to ensure our sponsors, exhibitors, and strategic partners achieve measurable ROI from their involvement with LegalTechTalk.

Working within the Customer Success team, the Customer Success Manager will help to nurture relationships with sponsors, exhibitors, and strategic partners before, during, and after our events. This role blends relationship management, commercial growth, and operational execution. Reporting to the Senior Customer Success Manager, you will ensure clients maximise visibility, engagement, and return on investment while identifying opportunities for retention and growth. Working cross-functionally with Sales, Marketing, Content, and Operations, you will deliver a seamless and premium partner experience.

Key Responsibilities

Customer Success

• Act as a point of contact for sponsors alongside their Account Manager, working with them from onboarding to post-event wrap-up
• Collaborate with the sponsorship team to deliver above-expectation results for sponsors
• Ensure sponsor deliverables (branding, activations, guest passes, speaking opportunities, networking, etc.) are executed flawlessly
• Build strong relationships to encourage rebookings and increase investment for future events
• Work with account managers to conduct post-event review calls and identify upsell and renewal opportunities
• Maintain the sponsor inbox to ensure attendee queries are addressed efficiently, to facilitate a smooth on-site sponsor and guest experience

Sponsor Operations & Logistics

• Work with the Ops team to ensure that all sponsor-related operations and logistics are fulfilled, keeping sponsors to deadlines and required asset submissions
• Assist sponsors with AV requests and order forms, tracking all orders and ensuring requests are delivered
• Support the management of sponsor inventory and maintain communication with the Sales team regarding inventory levels and floor plan changes
• Where needed, liaise with third-party vendors and LegalTechTalk alongside the Operations Lead, keeping Sales, Content, and Marketing teams aligned
• Coordinate internally to ensure sponsor branding placements and activations are delivered accurately and on time

Success Metrics

• Sponsor retention rate
• Renewal revenue
• Upsell revenue
• Client satisfaction score / NPS
• On-time delivery of sponsor commitments

Ideal Candidate

Profile Experience

• 2+ years in Customer Success, Account Management, Partnerships, or Event Sponsorship
• Experience within B2B events, media, conferences, or sponsorship environments
• Proven track record of managing high-value B2B accounts

Skills

• Strong commercial acumen with a focus on retention and growth
• Exceptional communication and stakeholder management skills
• Highly organised with strong operational discipline
• Comfortable operating in fast-paced environments
• Detail-oriented and process-driven

What Success Looks Like in 12 Months

• 90%+ sponsor retention
• Improved sponsor satisfaction
• Positive NPS score

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