This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support/Success Manager - Digital Events based in United Kingdom.
This role is an opportunity to manage high-value digital event projects while building lasting relationships with clients across the scientific and academic community.
You will act as a trusted advisor and primary point of contact, ensuring customers receive an exceptional experience throughout every stage of their engagement.
From onboarding and project delivery to post-event reviews, you will coordinate activities and ensure commitments are delivered to a high standard.
You will collaborate closely with Sales and cross-functional teams to solve challenges, gather customer feedback, and support product evolution.
The role combines customer success, project management, digital events, and hands-on support in a fast-moving international environment.
You will also mentor junior colleagues and contribute to improving processes, customer satisfaction, and overall business performance.
This position is ideal for an organized, communicative professional who enjoys taking ownership and helping clients succeed.
Accountabilities:
- Lead digital event projects and client engagements, ensuring projects are delivered according to agreed scope, timelines, and quality standards.
- Serve as the primary point of contact for assigned clients, coordinating with internal teams to address needs, resolve challenges, and drive customer success.
- Onboard new clients through engaging video training sessions and ensure users understand the platform and relevant workflows.
- Define, present, and execute project scope in line with partnership agreements and customer expectations.
- Build strong client relationships and proactively identify opportunities to improve their experience and outcomes.
- Gather customer feedback, communicate client needs internally, and contribute insights that can influence product development and future roadmap priorities.
- Present new product capabilities and developments to clients while maintaining clear and consistent communication throughout the customer lifecycle.
- Manage post-project debriefs to gather feedback, identify lessons learned, and uncover opportunities for improvement.
- Provide responsive customer support through the shared help desk and online knowledge base.
- Monitor KPIs and customer satisfaction indicators while aligning project execution with broader strategic and financial objectives.
- Collaborate closely with Sales and other internal stakeholders to ensure a seamless customer journey and support commercial goals.
- Mentor and support junior team members, sharing knowledge and contributing to a collaborative, high-performing team environment.
- Relevant professional experience in event management, customer support, or customer success within a digital events environment.
- Strong understanding of or genuine interest in academic research, scientific advancement, scholarly communications, or related fields is an advantage.
- Proven track record of delivering high customer and user satisfaction.
- Strong Excel and database skills, including confidence working with CSV files, manipulating data, and managing data imports.
- Demonstrated ability to work with KPIs and understand how customer activities contribute to strategic and financial business objectives.
- Excellent communication and interpersonal skills, with confidence communicating by phone and video and the ability to make clients feel comfortable and supported.
- Strong organizational, project planning, and time-management skills with meticulous attention to detail.
- Ability to manage multiple projects and priorities while maintaining high-quality service and meeting deadlines.
- Fluent written and spoken English.
- Willingness to accommodate US business hours.
- Flexibility to work occasional weekends when required, with additional days compensated accordingly.
- A proactive, collaborative, customer-focused mindset with the ability to take ownership and solve problems independently.
- Competitive salary.
- Flexible remote work, allowing you to work from home or another suitable location.
- Opportunity to join a dynamic, high-performing international team.
- Strong opportunities to take ownership and grow professionally.
- Exposure to digital events, customer success, technology, and the global scientific and academic community.
- Opportunity to contribute to technology that supports knowledge sharing, collaboration, scientific advancement, and scholarly communication.
- International working environment with colleagues and customers across multiple regions.
- Additional compensation for required weekend work.
Requirements:
Benefits:
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support/Success Manager - Digital Events ...
