Customer Success Manager

Launchmetrics is a company that prioritizes people and fosters a dynamic atmosphere. The Customer Success Manager will be responsible for managing key client relationships, ensuring client adoption, satisfaction, and retention, and acting as a strategic advisor to clients regarding system functions and features.

Responsibilities:

• Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI
• Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customizations and/or integration requirements
• 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

Requirements:

• Bachelor's degree or equivalent experience in business, or related field
• Minimum 2 years previous experience in Customer Success or On-boarding
• Ability to perform within a fast-paced, multi priority setting
• Customer-first mentality; ability to empathise 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
• Strong critical thinking, analytical, and complex problem-solving skills
• Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive
• Excellent interpersonal skills for phone troubleshooting and writing skills through email
• Excellent time management and communication skills
• Experience working in the Fashion, Luxury or Beauty industry
• Exposure to global customers and an understanding of international markets is desirable
• Previous experience with technical integrations preferred
• Experience with delivering on-site training and webinars and/or pre-sales demonstrations strongly preferred