Launchmetrics

Customer Success Manager

• Manage key client relationships ensuring client adoption, satisfaction, and retention.
• Ensure successful set-up and kick-off for new clients and pave the way for system adoption.
• Be an expert on system functions and features and act as strategic advisor.
• Assist in pre-sales demonstrations, technical meetings and SOWs for customisations/integrations.
• Maintain client documentation, reviews, projects, and risks in Gainsight.
• Lead regular account reviews and maintain communication on updates.
• Gather local client feedback and deliver to product teams to help prioritise roadmap.
• Monitor dissatisfied accounts and resolve issues swiftly.
• Complete client follow-up training and adoption activities and system updates to ensure renewal and growth.
• Identify upsell and cross sell opportunities and handover to sales team.
• Evaluate and document implementation plans and specifications.
• Project-manage incoming client requests alongside product, acting as the voice of the client.

• Manage key client relationships and ensure client adoption, satisfaction, and retention.
• Ensure successful set-up and kick-off for new clients and pave the way for system adoption.
• Be an expert on system functions and features to become a strategic advisor for clients.
• Ensure client contacts, documentation, reviews and projects, and risk are added to Gainsight and kept up-to-date.
• Lead regular account reviews and maintain communication on updates.
• Gather local client feedback and deliver to product teams to help prioritise projects and shape roadmap.
• Monitor dissatisfied accounts and ensure problems are dealt with swiftly.
• Complete client follow-up training and adoption activities and system updates to ensure renewal and growth.
• Identify opportunities for upsell and cross sell and handover to sales team.
• Evaluate and document implementation plans and specifications.
• Project-manage incoming client requests alongside product as the voice of the client.