Customer Success Manager (Level 2), Customer Success, Enterprise Solutions
As a member of the Customer Success team, the Customer Success Manager (CSM) is
accountable for managing all aspects of the client account relationship
including the well-being, business development, and retention of an account at a
strategic level. Areas of responsibility include managing client relationships
and expectations; providing Strategic Meeting Management guidance, maintaining
and improving M&IW’s positioning within the account and achieving company
business objectives and profitability; overseeing tactical operations by working
with internal teams to provide optimal service to the account. The CSM will
have administrative responsibility for direct report(s). This position reports
to the Director, Customer Success Team.
What you will do here:
Account Management duties include
Project management with a consultative approach
Develop and implement an account management plan that meets client objectives
and promotes SMM principles and M&IW efficiencies
Implement and maintain a multi-tiered client communication plan that
includes: client account reviews to match frequency outlined in the SOW,
bi-monthly account update calls, ensuring delivery of monthly/quarterly
reporting and regular office visits
Negotiate and achieve mutually agreed-upon SLA’s and KPI’s; Manage service
levels and client expectations, including meeting all established metrics on
the account
Serve as the client’s primary point of contact and liaison within M&IW for
all internal teams
Develop and maintain key relationships including primary contacts in
procurement, meeting owners and VIPs
Provide leadership and give clear and consistent direction to all teams
supporting the client’s business needs as well as manage direct reports as
assigned to the account
Lead monthly M&IW account team meetings
Revise/maintain account Standard Operating Procedures on a timely basis
Monitor account reports and ensure accuracy and delivery timeliness to client
Track non-billable expenses / labor hours for special projects as M&IW “added
value”
Provide issue resolution with client meeting owners including following the
M&IW Issue Resolution protocols
Responsible for data integrity for new meetings entered into Cvent
Represent the company at industry activities and events; attend departmental
and company events as warranted
Train account team/planners on specific account processes and needs
Run client audits with M&IW Controller
Participate in operations turnover meetings, program briefings and
debriefings to ensure account continuity
Review ongoing client satisfaction surveys, analyze data, and implement
continuous improvement processes
Accountability for accuracy and timeliness of final reconciliation from
planners
Represent the company at industry activities and events; attend departmental
and company events as warranted
Business Development duties include
Responsibility for identifying and developing new business / revenue streams
within the account
Responsible for delivering the Sales solution plan for any new service line
opportunity
Develop and sell business opportunities to grow account revenue
Evaluate opportunities in order to upsell additional M&IW services
Expand business in existing divisions, departments or regions and penetrate
new areas of opportunity
Identify potential new revenue streams through new/enhanced meeting
services
Overall responsibility for collaborative M&IW response to any account RFP
opportunities, including: sales strategy, pricing, RFP development,
presentations, and closing business opportunities
Review ongoing client satisfaction surveys, analyze data, and implement
continuous improvement processes
Promote M&IW Performance Improvement programs or products
Develop and maintain strong and ethical customer relationships
Create and sell joint venture opportunities
Network with decision makers/management as appropriate
Develop and maintain strong and highly ethical customer relationships
Gain knowledge of competitors’ strengths and weaknesses
Event Management duties include
Lead Planner / Meeting Owner on events or programs of significance to the
customer’s business
Create/Revise program budgets to ensure M&IW forecast is attained
Alert meeting owner of any anticipated program budget variances
Identify financial opportunities in post program billing
Onsite Physical Activities (Non-Essential Functions)
This position includes a set of nonessential physical activities associated with
onsite event support. These activities are not fundamental to the core duties of
the Customer Success Manager role but may be required during live event
execution. While the essential functions of the position center on planning,
coordination, communication, client management, and project leadership, certain
onsite tasks involve physical activity that supports event operations and if
unable to perform these physical activities the company needs to know.
Physical activities include, but are not limited to the following:
Movement & Positioning: Frequent standing and walking are required,
particularly during event setup and teardown, registration, and onsite
administration. Extended periods on one’s feet are common throughout an
event, often up to 4 hours without a rest break. A typical onsite day may
last 8 to 14 hours, depending on client needs and agreements.
Sitting: Occasional sitting is required during planning meetings, travel to
and from event sites, computer-based work, or registration duties.
Lifting and Carrying: Ability to lift, carry, push, or pull event materials,
supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25
pounds require assistance from another M&IW team member.
Reaching and Grasping: Event setup and breakdown may involve reaching
overhead and handling tools or materials.
Bending/Kneeling/Crouching: Occasionally required during event setup and
breakdown.
Repetitive Motions: Repeated hand and arm movements may occur during tasks
such as preparing registration, arranging event spaces, or setting up
displays.
Travel Requirements: Frequent travel to event sites, venues, and client
locations, often involving overnight stays. This may include navigating
airports, train stations, hotels, and conference centers.
Operating Vehicles: Occasional driving may be required to transport materials
or travel to off-site event locations. This applies only to approved drivers
with prior authorization from the Onsite Lead.
Working in Varying Environments: Events occur in diverse settings, including
indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating
temperatures, weather conditions, crowded or noisy environments, and varying
lighting levels may be encountered.
What you will bring: (While not a planning role, the CSM should possess a strong
meeting planning skillset)
Experience with managing the lifecycle of a program, including final
reconciliation
Knowledge of Cvent is preferred
Knowledge of virtual and hybrid event options
Experience with managing the lifecycle of a program, including final
reconciliation
Minimum 5 years of experience in the meetings/travel industry, specifically
in operations
Two years of experience in people management
College degree or equivalent experience
Ability to travel at least 35% of the time including internationally
Proximity to client headquarters offices preferred
Experience working in a virtual office environment
Proven excellent oral and written communication skills in both internal and
client-facing environments
Demonstrated track record of successfully managing multiple projects
simultaneously
Ability to deliver creative outputs in a constricted timeline while
maximizing available resources
What we expect:
Details of these areas are shared during interviews and monthly reviews:
Cultural Excellence
Role Expectations
Emotional Intelligence
What we provide:
Competitive salary
Health, Dental, Vision and Life Insurance options
401K plan
Paid holidays
Accrued personal time off for vacation and sick leave
Laptop, additional monitor, and mobile phone
Global Giveback program for volunteer service
Remote Office / Work from home, or option to work in our corporate
headquarters located near Milwaukee
Who we are:
Meetings & Incentives Worldwide, Inc. is an Equal Opportunity Employer who
prohibits discrimination and harassment of any kind and affords equal employment
opportunities to all employees and applicants without regard to race, color,
religion, sex (including pregnancy, childbirth, reproductive health decisions,
sexual orientation, and gender identity), national origin, age, disability,
genetic information, military or veteran status, or any other characteristic
protected by applicable federal, state, or local law. Meetings & Incentives
Worldwide, Inc. specializes in global event management with virtual, hybrid, and
in‑person experiences of all shapes and sizes, as well as consulting and
enterprise strategies. As an entrepreneurial organization, we place customers at
the center of everything we do and prioritize their needs through our core
values of quality, agility, flexibility, and innovation. M&IW is a third
generation, privately held, certified Women's Business Enterprise (WBE) in
business for more than 50 years. Headquartered in Wisconsin, USA, and supported
by a remote workforce across the US and in the UK, China, and Brazil.
GLOBAL HEADQUARTERS:
10520 7 Mile Road, Caledonia, WI 53108 | Phone +1 262-835-3553
https://www.meetings-incentives.com [https://www.meetings-incentives.com]
M&IW associates are located throughout the US and UK, and in Latin America and
Asia Pacific Regions.