About Us

Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 97-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

At Freeman, we specialize in creating exceptional event experiences for exhibitors, organizers, and attendees in the event marketing industry. We are looking for a passionate and results-driven Director of Customer Success to join our team and elevate the exhibitor experience across all touchpoints. The Director will lead our efforts in delivering world-class support, training, and service to our exhibitors and clients. This key leadership role will focus on providing comprehensive exhibitor education, creating service strategies, and ensuring a seamless and impactful experience for all stakeholders, both internally and externally. The Director will work closely with cross-functional teams to maintain consistency in our service offerings and continuously improve the exhibitor experience.

This position will support our Customer Experience team and is eligible to work a remote schedule.

Essential Duties & Responsibilities

• Exhibitor Education & Training

• Lead the development and execution of external training programs for exhibitors, empowering them with the knowledge and tools to succeed before, during, and after events

• Service, Culture & Training

• Drive a culture of service excellence by building and implementing robust training programs that reflect our commitment to the highest level of customer care

• On-site Experience & Event Evaluation

• Oversee our event evaluation program to gather valuable feedback for our internal teams to action on and improve future experiences

• Sales Content

• Manage and update key customer-facing content, including the RFP library and presentation materials, ensuring all information is up-to-date, clear, and aligned with exhibitor needs

• CX Program Documentation

• Maintain comprehensive customer experience (CX) program documents, providing clear guidelines and best practices that keep internal teams and customers informed on our service approach

• International Partner Support

• Provide strategic support to our international partners, ensuring that they receive the tools and guidance they need to deliver exceptional customer experiences on a global scale

• Internal Communication Strategy

• Develop and implement an internal communication strategy that fosters alignment and collaboration across departments. This includes CX Freeway pages, All Hands meetings, newsletters, and other communication initiatives

• Alignment with Marketing Team

• Work closely with the marketing team to align on exhibitor experience initiatives, ensuring consistency and quality in all exhibitor communications and marketing materials

Education & Experience

• Bachelor's degree from a four-year accredited college or university preferred comma high school diploma or equivalent with relevant experience required

• 7+ years related experience; Or equivalent combination of both education and experience enter

• 4+ years’ experience showing progression in varying supervisory and managerial roles

• Requires analysis, judgment, and sensitivity to understand personal and customer needs

• Exceptional communication and leadership skills, with the ability to work cross-functionally with teams like marketing, sales, and operations

• Passionate about customer success and improving experiences for clients and stakeholders

• Strong strategic thinking and problem-solving, with the ability to adapt to changing business needs and environments

Travel Requirements

Travel up to 25%

What We Offer

Freeman provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Medical, Dental, Vision Insurance

• Tuition Reimbursement

• Paid Parental Leave

• Life, Accident and Disability

• Retirement with Company Match

• Paid Time Off

• Salary range of $111,000- $158,500 based upon experience

• Eligible for an annual bonus of up to 15% of the base salary

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristics protected by federal, state or local laws.

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