Customer Success Lead Remote

Job Category : Global Enterprise Solutions

The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement.

What you will do here
Event Management

Lead Planner / Meeting Owner on events or programs of significance to the customer's business

Train planners on specific account processes and needs

Analyze/Improve operational systems and processes

Develop and update all account forms and processes to meet client expectations

Track client and individual program budgets to ensure M&IW forecast is attained

Meet with key stakeholders to review time spent on projects

Running client audits with M&IW Controller

Alert meeting owner of any anticipated account/program budget variances

Identify financial opportunities in post program billing

Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity

Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes

Responsible for document accuracy of operations team

Responsible for final reconciliation accuracy and timeliness from planners

Build pro-active relationships with high volume client meeting owners

Lead various internal departments toward desired outcomes as specified in Service Level Agreement

Plan meetings/events for the account as needed

Account Management

Project management with a consultative approach

Contribute to the KPI/SLA Program for the Account

Contribute to the strategic relationship for at least one decision maker

Train planners on specific account processes

Analyze/Improve operational systems and processesDevelop and update all account forms and processes to meet client expectations

Analyze/review time spent on projects vs. management fees for the account

Qualify new meetings (as backup to the CSM)

Register new meetings into Cvent (as backup to the CSM)

Issue resolution with the meeting owners and escalation from the planners (as backup to the CSM)

Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the CSM)

Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the CSM)

Assist accounting in follow-up on past due invoices (as backup to the CSM)

Participate in applicable company and industry activities and events

Business Development Responsibilities

Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners)

Up sell additional M&IW service opportunities

Network with decision makers/management as appropriate

Develop and maintain strong and highly ethical customer relationships

Gain knowledge of competitors' strengths and weaknesses

Onsite Physical Activities (Non-Essential Functions)
This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Lead role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know.

Physical activities include, but are not limited to the following:

Movement & Positioning : Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one's feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements.

Sitting : Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties.

Lifting and Carrying : Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member.

Reaching and Grasping : Event setup and breakdown may involve reaching overhead and handling tools or materials.

Bending/Kneeling/Crouching : Occasionally required during event setup and breakdown.

Repetitive Motions : Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays.

Travel Requirements : Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers.

Operating Vehicles : Occasional driving may be required to transport materials or travel to off‑site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead.

Working in Varying Environments : Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered.

What we expect
Details of these areas are shared during interviews and monthly reviews.

What you will bring

A minimum of three years of experience in the travel industry, specifically in managing meetings/event.