Director of Customer Success, Events

Director of Customer Success

Location: NYC or Remote

Reporting To: VP, Operational Excellence

We are looking for a Director of Customer Success to manage and scale our event customer success team. Our team of customer success professionals are tasked with internal and external coordination of deadlines and deliverables for live and virtual events ranging from intimate dinners to tradeshows with hundreds of exhibitors. This role requires a consultative and customer-centric approach to program management, including providing guidance and leadership through the onboarding process, ability to consistently communicate our value, and early identification and resolution of at-risk customers.

This role will focus on leadership and scalability of this team through CRA’s rapid growth and acquisitions. This will include identifying gaps in the current processes and recommending and implementing solutions. This role will be a stakeholder for such technology as project management software, communication platforms, AI tools and our CRM. 

The ideal candidate will have a proven track record of success both in managing B2B customer programs as well as managing and inspiring their own team. A candidate with experience in technology projects, project management and process evaluation are necessary.

KEY RESPONSIBILITIES

• Mentor, train and inspire a team of Customer Success Managers
• Ensure that all communication, deliverables and program components are completed on time
• Primary contributor to the ultimate success of our customers, including onboarding, product adoption, retention, and growth
• Serve as a customer advocate internally while effectively collaborating across the organization with sales, production, content, marketing, and audience teams
• Stakeholder in product team including mapping out, documenting and communicating the steps and timelines necessary to execute products
• Solve customer issues, handle customer escalations, find solutions and remove roadblocks
• Further automate the processes in place including leveraging AI, Salesforce and Monday.com
• Manage acquisition tasks related to customer success

QUALIFICATIONS

• Experience working with and managing diverse teams a major plus
• Minimum of 5+ years of event customer success or account management experience, preferably at an agency, marketing technology, research, events, or media company
• Strong leadership capability with proven experience building and managing dynamic, collaborative, and high-performing teams
• Experience managing and negotiating with companies ranging from startups to Fortune 1000 companies preferred
• Strong understanding of digital, media, demand generation, and data-driven product sets and solutions, including performance metrics, preferred
• Detail-oriented with the ability to set priorities and be flexible in a changing environment
• Excellent written, communication and presentation skills
• Empathy and thoughtfulness in customer interactions
• Experience with CRMs, project management software, especially Salesforce and Monday.com
• Demonstrated interest or experience in leveraging AI technologies to drive innovation, efficiency, and value creation.
• Ability to adapt to a fast-pace environment and stay updated on industry trends and advancements in AI technology.

PROFILE OF THE IDEAL CANDIDATE

• Highly organized, motivated self-starter comfortable in a fast-paced environment.
• Creative, inquisitive and curious executive, with ability and interest to perform in a hands-on start-up environment and exercise good judgment.
• Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data.
• Collaborative team player with exceptional relationship and interpersonal skills, and a successful track record of building and maintaining open, trust-based relations.
• Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty.

Job Information (NYC)
For individuals assigned and/or hired to work in New York City, CRA is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York City and takes into account numerous factors that are considered in making compensation decisions including but not limited to a candidates' qualifications, skills, competencies, experience and location.  A reasonable estimate of the current range is $110,000 to $115,000, which does not include other compensation benefits package.

Equal Employment Opportunity
CyberRisk Alliance is committed to equal employment and advancement opportunity for all employees and candidates for employment without regard to race, color, ancestry, national origin, religious creed, gender, physical or mental disability, veteran status, sexual orientation, age or marital status in accordance with the applicable laws and regulations.
 

About CyberRisk Alliance
CyberRisk Alliance provides business intelligence that helps the cybersecurity ecosystem connect, share knowledge, accelerate careers, and make smarter and faster decisions. Through our trusted information brands, network of experts, and innovative events we provide cybersecurity professionals with actionable insights and act as a powerful extension of cybersecurity marketing teams. Our brands include SC Media, the Official Cybersecurity Summits, TECHEXPO Top Secret. Security Weekly, InfoSec World, Identiverse, Cybersecurity Collaboration Forum, Cybersecurity Collaborative, ChannelE2E, MSSP Alert, and LaunchTech Communications. Learn more at www.cyberriskalliance.com.