vFairs aims to transform the events industry by changing how people come together to exchange ideas on topics of interest.

We do this by empowering organizations to move away from expensive, limiting, and tedious physical events and host hassle-free online event experiences instead. Virtual events prove to be far more cost-effective, scalable, productive, and measurable. Most of all, they remove the need for people to be at a specific physical location making it very convenient.

vFairs has helped top organizations like Nestle, T-Mobile, Cornell University, 3M, American Airlines and several others host amazing Virtual Career Fairs, Online Trade shows, Virtual Open Days and more.

The vFairs platform is leading the way by breaking barriers in the events industry. Our traction can be seen by the fact that we were featured in the top 100 fastest-growing SMB startups in North America by Latka Magazine.

Interested in changing how the world hosts events? Let’s do it together at vFairs.

What we do

vFairs helps the world’s leading organizations host epic online events. We offer an online events platform that enables organizations to connect with audiences all over the world at scale. Event organizers are able to gain massive reach, create memorable impact with rich 3D designs, and vFairs serves as an engaging destination where attendees can interact and network using the best-in-class chat and webinar tools.

About the role

We are looking for an ambitious and motivated Customer Success Team Lead to become a founding member of our global success team. This role will report into the Customer Success Director and be responsible for developing best practices, coaching, empowering and motivating the Customer Success Managers and will focus on opportunities to strengthen customer relationships to serve our clients better.

Role Responsibilities

  • Take a customer from 'sold' to 'we love vFairs' by empowering them to see potential in using vFairs every day for all of their company’s virtual event needs
  • Coach and champion your team in their day-to-day, both in a customer-facing capacity as well as internally to optimize for efficiency and success
  • Effectively leverage various enablement tools (e.g. HubSpot, Gong) to monitor and track expansion pipeline and make data-driven decisions around account management and prioritization
  • Negotiate, prepare and renew multi-year contracts, achieving and exceeding target renewal and expansion goals
  • Forecast retention and sales targets across renewal managers in multiple regions
  • Partner with Customer Experience, Sales, and Operations to scale near term and long term initiatives
  • Monitor satisfaction levels after every virtual event we conduct for key accounts through CSAT/NPS surveys to identify areas of improvement
  • Build process and corresponding documentation to centralize and standardize renewal best practices, playbooks, and decrease new team member ramp times
  • Leverage data to identify gaps in the current process and propose solutions to improve outcomes and influence change
  • Gather voice of customer insights based on renewals conversation and share with company leadership to support the growth of vFairs
  • Ensure high percentage of retention and low logo/revenue churn
  • Update and document all customer activities (calls, emails, notes, meetings) for key accounts in the CRM, track activities for future references & create a schedule for future touchpoints.

Position Requirements

  • Proven leadership or management experience in customer service and customer success, or a relevant role
  • Excellent proficiency in English
  • Excellent communication and negotiation skills
  • Experience with any mainstream CRM (HubSpot is preferred)
  • Experience with MS Office
  • Proficiency in developing reports, analysis, and insights
  • Ability to build rapport and collaborate with cross-functional departments