Customer Success Manager

• Support SMB clients and reseller partners to drive engagement, adoption, retention, and advocacy of the Go1 platform.
• Work closely with Customer Strategy to research and develop customer engagement strategies through email, live training and proactive scaled at-risk outreach.
• Develop an in-depth understanding of Go1 products, services and internal structures to provide solutions 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.
• Contribute to development and iteration of the scaled CS model, knowledge base, tools and repeatable group engagement programs.
• Maintain accurate customer records, activities, interactions, and risks using internal tools and systems.
• Utilise Gainsight’s action insights and data for proactive outreach to mitigate churn risk and facilitate customer growth.
• Identify customer champions and grow a community of advocates supporting the Go1 brand.
• Mentor, coach and support other CSMs and collaborate on shared GRR and Customer Satisfaction targets to renew and retain the portfolio.

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