Customer Success Manager, Launchmetrics

• Educational Background: Bachelor's degree or equivalent experience in business, marketing, or a related field
• Experience: Minimum of 2 years experience in Customer Success, Onboarding, or a client-facing role with a strong emphasis on data analysis and reporting
• Data Proficiency: Proficiency in Excel and confidence in data analysis, with the ability to generate actionable insights to drive client success
• Results-driven: Self-motivated, proactive, and results-oriented, with a strong sense of collaboration, ownership, and urgency
• Presentation & Storytelling: Experienced in presenting data to clients using storytelling techniques, and tailoring messages to engage various stakeholders at different levels of their organization
• Time Management: Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Customer-Centric: A customer-first mentality, with the ability to build strong relationships, empathize with client challenges, and provide exceptional service
• Problem-Solving & Strategic Thinking: Strong analytical, critical thinking, and problem-solving skills, with the ability to think strategically about data integration, change management, and process optimization
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex data insights clearly and effectively

Desirable

• As Customer Success Manager, you'll be responsible for managing key client relationships and ensuring client adoption, satisfaction, client adoption, satisfaction, and retention across the board
• The Customer Success Manager (CSM) will play a pivotal role in cultivating and managing strong relationships with our clients, driving customer satisfaction, adoption, and retention
• As a key member of our team, the CSM will specialize in our Metrics product offering, acting as a trusted advisor to clients
• By providing data-driven recommendations, the CSM will help shape and refine marketing and communication strategies to maximise client success and ROI
• Expert in Data Analytics & Methodology: Be a champion of Launchmetrics' unique measurement methodology, mastering system functions and features to serve as a trusted advisor, helping clients leverage data for strategic decision-making and maximizing product value
• Data-Driven Reporting & Insights: Develop and present actionable, data-driven reports that offer analysis of brand performance, leveraging both quantitative and qualitative data to identify key trends that provide valuable insights for clients' strategies
• Comprehensive Coverage Monitoring: Conduct detailed coverage monitoring analysis to assess client strategies, KPIs, and outcomes, ensuring clients understand and can act on data insights to improve performance
• Lead Analytical Discussions: Lead insightful account reviews with clients, ensuring they are utilizing the system effectively. Use data to demonstrate the value and ROI of the product, helping clients optimize their communication efforts
• Client Documentation & CRM Management: Maintain up-to-date client information, including contacts, documentation, reviews, reports, and risk assessments, within Salesforce and/or Gainsight, ensuring all data is accurately tracked and accessible
• Proactive Account Management: Anticipate and address client concerns, using data-driven troubleshooting to resolve issues quickly, ensuring optimal results and customer satisfaction
• Client Training & Adoption: Oversee client training and adoption, ensuring customers are up-to-date with system changes, and updates and are leveraging the full capabilities of the platform to drive success and renewal
• Collaborate with Product Team: Act as the voice of the client by managing incoming client requests, gathering feedback, and providing data-driven insights to product teams to inform feature prioritization and shape the product roadmap
• Identify Growth Opportunities: Identify and nurture up-sell and cross-sell opportunities, guiding them through the process and collaborating with the sales team to maximize revenue growth
• Implementation & Integration: Work closely with clients and/or the LM Pre-Sales team to evaluate and document their implementation plans, ensuring smooth onboarding and system integration, while addressing any data-related concerns throughout the process

• Intro Call
• Meet & Greet
• Skills Assessment
• Culture Fit Interview