Head of Client Success and Retention

1 week ago


New York County New York, United States RTM Business Group Full time
Head of Client Success and Retention

Company Overview

RTM Business Group is a premier organization specializing in professional development conferences and events across various sectors including EdTech, Healthcare, Government, Medical, and Banking. We collaborate with Fortune 1000 companies, focusing on delivering tailored content and facilitating peer-to-peer engagement.

Our events are hosted in major cities nationwide, offering a unique travel experience that fosters strong interdepartmental relationships and a collaborative culture.

Position Overview

We are in search of a strategic and dynamic Head of Client Success and Retention to oversee our customer success initiatives at RTM Business Group, a leader in hosted buyer events across six industries.

The Head of Client Success will be tasked with managing customer success operations, driving a renewal business exceeding $10MM, and ensuring effective cross-departmental communication to support our sales and operational objectives.

Key Responsibilities

- Lead a dedicated team focused on upselling and renewing contracts for over 150 clients, managing a substantial book of business valued at $10MM+.
- Deliver exceptional service and support to clients, ensuring their objectives are met through a personalized approach.
- Oversee all client-facing event preparations and communications, developing strategies for growth.
- Formulate and implement customer success strategies to enhance client satisfaction and retention throughout their journey.
- Strengthen client relationships through effective account management practices, reviving past clients and optimizing referrals.
- Utilize HubSpot CRM to monitor customer interactions, gather insights, and refine client engagement strategies.
- Analyze sales data and performance metrics to forecast trends and identify expansion opportunities for the renewal business.
- Collaborate closely with the sales team to devise renewal strategies, negotiate contract terms, and maximize client lifetime value.
- Foster alignment between sales, operations, and finance to enhance the overall customer experience.
- Partner with the Event Operations team to ensure seamless event preparation and execution.
- Coordinate with the Marketing team to enhance lead generation strategies and campaigns.
- Provide leadership and guidance to the Customer Success team, establishing clear objectives and performance metrics aligned with company goals.
- Regularly report on sales performance, customer success metrics, and key insights to senior management.
- Collaborate with Finance on managing open invoices and payment collections to ensure a smooth client experience.

Qualifications

- Minimum of 6 years of experience in client success or senior sales management, preferably within the events industry, with a strong emphasis on customer success, account management, renewals, and revenue growth.
- Proficient in HubSpot CRM for sales and marketing automation, with a proven ability to leverage CRM data for strategic decision-making.
- Familiarity with Airtable and tools like Apollo for lead identification and prospecting is preferred.
- At least 4 years of experience in team management, demonstrating strong leadership skills and a track record of building 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.

Preferred Qualifications

- Master’s degree is 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)
- Opportunities for lateral and vertical movement within the company, inter/intra departmentally.

Compensation

- Base Salary: $135,000 + bonuses/incentives/uncapped commission
- Year one total compensation expectations: $200,000 - $250,000

RTM Business Group is committed to providing equal employment opportunities (EEO) to all employees and applicants without regard to race, color, gender, national origin, age, disability, or any other protected class.

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