Director, Retention Sales - Black Hat
About The Position
This role is based in our 605 Third Avenue, NY office. Maximize customer lifetime value and drive sustainable growth through exceptional team leadership and strategic retention excellence. Are you a proven sales leader who excels at building high-performing teams while driving customer retention and expansion revenue? Informa Festivals is seeking a strategic Director of Retention Sales to lead our customer success initiatives across our industry-leading Cybersecurity portfolio, featuring premier brands such as Black Hat and SecTor. In this critical leadership role, you'll focus exclusively on team development and retention strategy without managing individual accounts. You'll lead a team of accomplished Sales Managers while developing comprehensive retention frameworks that maximize customer lifetime value. The ideal candidate combines exceptional people leadership with deep expertise in customer success, renewal optimization, and revenue expansion strategies.
Requirements
- 7+ years of B2B sales leadership with direct team management responsibility
- Proven track record of building and leading high-performing sales teams
- Deep expertise in customer lifecycle management, churn prevention, and expansion strategies
- Experience in B2B sales with complex, multi-year customer relationships ($50K+ annual contracts)
- Exceptional people management skills with ability to develop and retain top talent
- Strategic thinking focused on long-term customer value and sustainable growth
- Data-driven approach to retention analysis, forecasting, and performance optimization
- Cross-functional collaboration expertise to work effectively across organizations
- Customer-centric mindset with deep understanding of customer success principles
- Relationship-focused approach with genuine passion for customer success
- Analytical mindset with ability to identify patterns and optimize retention strategies
- Collaborative leadership style that builds trust and drives team performance
- Integrity and professionalism that builds long-term customer and team loyalty
Nice To Haves
- Background in events, media, technology, or professional services industries preferred
Responsibilities
- Lead and mentor a team of experienced Sales Managers specializing in customer retention, renewals, and expansion
- Create a customer-centric culture that prioritizes long-term relationships and sustainable growth
- Coach team members on advanced retention techniques, upselling strategies, and customer success methodologies
- Collaborate with Sales Managers to create compelling renewal and expansion proposals
- Develop upselling and cross-selling strategies that drive organic revenue growth from existing customers
- Drive team performance to consistently exceed retention rates, and revenue goals
- Develop comprehensive strategies that maximize customer lifetime value and reduce churn
- Analyze customer data and metrics to identify at-risk accounts and expansion opportunities
- Create data-driven retention playbooks that guide team approach to different customer segments and scenarios
- Maintain deep understanding of cybersecurity industry trends and evolving customer needs
- Deliver accurate forecasting for renewal revenue, retention rates, and expansion opportunities
- Partner cross-functionally with marketing, product, and customer success teams to enhance retention outcomes
- Represent customer voice in strategic planning and product development discussions
Benefits
- Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
- Broader impact: take up to four days per year to volunteer, with charity match funding available too
- Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
- Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
- Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
- Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
- Recognition for great work, with global awards and kudos programs
- As an international company, the chance to collaborate with teams around the world
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
