Client Success Manager

WATT Global Media•Rockford, IL

18d

About The Position

The Client Success Manager supports exhibitors and sponsors at Petfood Forum from onboarding through event activation, collaborating with Sales, Operations, and Marketing to deliver a strong client experience. The role helps clients understand the value of their participation and identifies opportunities for future years, supporting future renewals. The position engages clients after booth applications are confirmed, reviews their purchased packages and preparation tools, establishes timelines and expectations, and provides ongoing support—particularly to first-time exhibitors. It monitors client progress, identifies unmet deliverables, logistics questions, underused purchases, and potential issues, then coordinates with internal teams to resolve them before the event. Toward the end of each activation, the manager conducts a structured client review, documents outcomes and future objectives, and briefs the relevant account manager with actionable information for a renewal conversation. This role reports to the National Sales Director Petfood. It has no supervisory responsibilities. The position involves approximately 20% domestic travel and work in a virtual team environment, from a home office, and from the Rockford office.

Requirements

Two to three years of experience in a client-facing role such as account management, client success, or event operations in a B2B environment.
Bachelor of Science or Bachelor of Arts degree with emphasis in Business, Advertising, Event Marketing, Sponsorships, and measurement of best client outcomes.
Demonstrated ability to build trust and rapport quickly with new and established clients.
Strong organizational and portfolio-management skills, including managing clients at different stages of the event cycle without frequent oversight.
Commercial awareness to understand client purchases, evaluate whether clients are receiving value, and recognize early signs of dissatisfaction or disengagement.
Ability to translate client feedback into concise, actionable briefing notes for account managers.
Proficiency using CRM platforms to maintain client records, activity history, issues, and follow-up actions.
Clear written and verbal communication skills, sound judgment, reliable follow-through, and ability to determine when and how to escalate an issue.
Ability to work effectively across Sales, Event Operations, Event Production, and Event Marketing as a connector between clients and internal teams.
Proficiency with Microsoft Office programs, including PowerPoint, Excel, Word, and Outlook; Microsoft Teams; Zoom; CRM platforms; Trello; Viva Engage; Paylocity; Bamboo HR; and other programs as required.
Proficiency with AI tools such as ChatGPT, Claude, Gemini, or others to drive sales results.
Ability to communicate with internal and external customers face-to-face and by telephone, and to correspond using voice, email, or letter/memo.
Ability to sit, stand, bend, and stoop.
Ability to travel domestically approximately 20% to support event efforts and work with sales managers on upselling and closing.

Nice To Haves

Experience working in or around B2B events, exhibitions, or trade media is strongly preferred.

Responsibilities

Engage designated clients after confirmation of their booth application.
Review each client's purchased package, preparation requirements, and tools for success.
Set clear timelines and expectations so clients are prepared to perform at the event.
Support clients, particularly first-time exhibitors, from confirmation through the event.
Maintain proactive, consistent communication as client programs progress and anticipate potential issues.
Identify clients who are behind on Petfood Forum deliverables, confused about logistics, or underutilizing their purchases.
Coordinate with appropriate WATT Global Media teams to resolve issues before the event.
Conduct a structured review conversation with each client toward the end of their activation.
Understand what worked, what did not, and what the client aims to achieve the following year.
Identify exhibit-space and Petfood Forum sponsorship solutions that could best serve clients' objectives for the next event.
Document client insights and brief the relevant account manager to support an informed rebooking conversation.
Onboard new clients on time and ensure they arrive at the event prepared and confident.
Complete end-of-cycle reviews for all clients before the event closes.