Director of Customer Success and Retention

Director of Customer Success and Retention

RTM Business Group

Hybrid in NY, NJ, CT

Full-time

51-200 employees · Market Research

Posted September 2024; this is a 100% hybrid, full-time role

Who We Are

RTM Business Group is a professional development conferences and events company working in EdTech, Healthcare, Government, Medical and Banking sectors. We partner with Fortune 1000 companies, catering specifically to the C-suite, providing curated content and peer-to-peer collaboration.

Our events are located in major cities throughout the country – LA, Austin, San Diego, Miami, Chicago, DC, etc.. Our team travels together which is a truly unique experience, different from “traditional” work travel, which in turn cultivates interdepartmental relationships and friendships that drive our collaborative culture.

About the Role

We are seeking a dynamic and strategic Director of Customer Success and Retention to join our team at RTM Business Group, a leading provider of hosted buyer events in six industries. The Director of Customer Success will be responsible for managing customer success, driving renewals business of $10MM+, and facilitating cross-departmental reporting and communication with a focus on seamless collaboration to enable our sales and operations team goals. Proficiency in HubSpot CRM for sales and marketing is essential for success in this role.

This is a full-time, hybrid position based at our New York City office.

Requirements

• Overseeing management of a team focused on upsell and renewal of 150+ clients, $10MM+ book of business
• Lead a team of customer success managers to deliver exceptional service and support to our clients, ensuring their goals and objectives are met. This includes creating a “white glove” service for our largest clients.
• Managing a team focused on all client facing event preparation, communication and growing strategies.
• Develop and implement customer success strategies to enhance client satisfaction and retention throughout the customer journey. 
• Drive account management practices to strengthen client relationships and grow accounts. As well as revive past clients and optimize referrals.
• Utilize HubSpot CRM to track customer interactions, gather insights, and optimize client engagement and marketing strategies.
• Analyze sales data and performance metrics from Hubspot CRM to forecast trends to drive the renewal business by identifying expansion opportunities.
• Implement proactive creative measures to meet or exceed revenue goals. 
• Collaborate closely with the sales team to develop renewal strategies, negotiate contract terms, and maximize client lifetime value.
• Drive cross-departmental alignment between sales, operations and finance to enhance the customer journey. More specifically, foster strong communication and collaboration between the sales team driving new business and the operations team executing events.
• Partner with the Event operations team on all aspects of event preparation.
• Coordinate with the Marketing team to optimize lead generation strategies and campaigns.
• Develop and execute strategic initiatives to drive business growth, enhance operational efficiency, and improve overall customer experience.
• Provide leadership and guidance to the CS team, setting clear objectives and performance metrics aligned with company goals.
• Regularly report on sales performance, customer success metrics, and key insights to senior management.
• Partnering with Finance on open invoices and managing specific payment collections to ensure smooth client experience.

Skills and Qualifications

• Proven experience 6+ years within client success or senior sales management role preferably within the events industry, with a strong focus on customer success, account management, renewals, and revenue growth.
• Expertise in using HubSpot CRM for sales and marketing automation, with demonstrated proficiency in leveraging CRM data for strategic decision-making.
• Familiarity with Airtable (preferred)
• Familiarity with Apollo or similar tools for lead identification and prospecting.
• 4+ years of team management experience, proven strong leadership skills and track record of building and developing high-performing teams.
• Excellent communication, negotiation, and interpersonal skills, with the ability to collaborate effectively across departments and with external stakeholders.
• Bachelor’s degree in Business Administration, Marketing, Hospitality Management, or a related field 
• Travel is required for conferences, client meetings and industry events. Up to 20%.

Preferred Qualifications

• Master’s degree preferred

Benefits

• 20 PTO Days
• Flexible/Hybrid work model (WFH and Remote opportunities)
• Medical/dental/vision coverage
• 401K after 12 months of employment
• Pre-tax commuter benefits
• Travel to major cities (all expenses paid)
• Opportunity for lateral and vertical movement within the company, inter/intra departmentally

Salary: $135,000 base + bonuses/incentives/uncapped commission

Year one total compensation expectations: $200,000 - $250,000

RTM Business Group, provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, national origin, age, disability, or any other federal, state, or local protected class.