Customer Success Lead at InformaGroupPlc

This role is based in our 5 Howick Place Office in London Victoria. Lead Insights is the Informa-owned analytics platform that delivers leads and insights to our event and digital sponsors and exhibitors. It is a key commercial strategy for the business as part of One Informa, with significant expansion planned across Markets, Connect and Festivals in 2026-28 and beyond. In this role, you will have an opportunity to build and own the customer success strategy for the product, delivering value to 50,000+ customers annually.  As part of the Lead Insights Leadership Team, you will initially be responsible for developing a customer success strategy and set of tools, as well as building a small team of experts. You will then own the adoption and implementation of these best practices through a team of product delivery and customer success managers aligned throughout the business. Customer usage and engagement are the key metrics you will be measured by.  This is an chance to join a rapidly growing team from the start, delivering a product that is central to Informa strategy, with all the opportunity and visibility that brings. Primary Responsibilities • Develop a best practice set of data-led, multi-channel customer success strategies to drive value through Lead Insights. • Identify and implement best-in-class customer success technologies and tools. • Be a strong voice on the Lead Insights leadership team, working closely with commercial, delivery and change leads to deliver strategic outcomes. • Build and run a small team of AI-powered specialists to support your strategies. • Implement and uphold best practice data-led customer success methodologies and frameworks. • Embed new strategies and processes into Product Delivery teams to implement with customers. • Identify needs in messaging, collateral, comms and any other requirements from Product Delivery teams and work closely with Change leaders to develop solutions.  • Train and mentor Product Delivery team and wider CS event teams to oversee day-to-day CS operations. • Provide strategic guidance to Product Delivery team in customising customer success plans and collateral for distinct brand requirements. • Establish comprehensive customer and event team feedback mechanisms across multiple channels to ensure continuous service improvement. • Identify KPIs to track success and drive strategy.  • Act as a champion of the product and report to senior leadership teams within divisions and and One Informa.