Customer Success Manager
Launchmetrics
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- Bachelor’s degree or equivalent experience in business, or related field.
- Minimum of 2 years previous experience in Customer Success or another related role.
- Ability to perform within a fast-paced, multi priority setting.
- Customer-first mentality; ability to empathize and build customer loyalty.
- Strong technical aptitude and ability to learn new technologies quickly.
- Must be able to think strategically about change management and system integration.
- Excellent interpersonal skills for phone troubleshooting and writing skills through email.
- Extra Credit: Experience working with/in the Fashion, Luxury, Beauty or PR space.
- Exposure to global customers and an understanding of international markets is desirable.
- Experience with delivering on-site training and webinars.
