Customer Success Manager

• Develop an in-depth understanding of Go1 products, service and internal structures to find solutions and provide advice and support
• Respond promptly to customer inquiries, leveraging resources and tools to empower customers to maximise their use of Go1
• Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets
• Work closely with Customer Strategy team to research and develop scaled customer engagement strategies through email, live training and proactive outreach
• Contribute to development and iteration of the scaled CS model, knowledge base, tools, and repeatable group engagement programs
• Maintain accurate and complete customer records, activities, interactions, and risks using internal tools and systems
• Utilise Gainsight’s action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth
• Identify customer champions and grow an advocate community for the Go1 brand
• Mentor, coach and support other CSMs and work towards shared GRR and Customer Satisfaction targets

Marketing

• Create out-of-the-box resources that help customers drive learner engagement and adoption
• Develop webinars and on-demand video content to educate customers on maximizing their Go1 solutions
• Build thought leadership playbooks and guides that provide strategic, actionable value
• Run customer campaigns that celebrate and engage customers
• Lead Go1’s customer awards program, recognizing our most innovative customers
• Manage customer gifting and swag initiatives, such as holiday gifts or milestone celebrations
• Plan and host in-person or virtual customer events that bring value and community to our customers
• Own Go1’s customer reference program, generating and managing references to support sales and RFPs
• Manage the Customer Advisory Board – planning, hosting, and ensuring meaningful collaboration
• Partner with Product Marketing to generate case studies that highlight customer impact
• Drive review-generation programs (G2, Capterra) to amplify customer voice in market
• Partner with the Brand and Social teams to infuse customer voice into our marketing programs.

Customer Success Manager

Customer Marketing Manager