Customer Success Manager, Launchmetrics

• 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

Desirable

• The Customer Success Manager will be responsible for the relationship with our customers
• This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board, ensuring the successful set-up and kick-off for new clients and paving the way for solid system adoption
• Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI
• Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Gainsight and is kept up-to-date regularly
• Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates
• Gather local client feedback and deliver feedback to product teams and to help prioritise projects and shape product roadmap
• Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately
• Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth
• Identify opportunities for upsell and cross sell and nurture them through to handover to the sales team
• Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client

• We usually respond within two weeks
• Intro Call
• Meet & Greet
• Skills Assessment
• Culture Fit Interview
• Leadership Interview