Customer Success Manager

This role welcomes full remote or hybrid work arrangements but applicants must be based in the London area and hold a long-term valid work permit for the UK to be considered. Launchmetrics does not sponsor visas in the UK at this time.

ABOUT THE ROLE

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.

RESPONSIBILITIES:

• 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.

ABOUT YOU

Who You Are

• 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.

We value diverse perspectives and recognize that skills and experiences can be gained in various ways. If you're excited about this opportunity but don't meet every single requirement listed, we would love to hear from you and encourage you to submit an application!

ABOUT THE CUSTOMER SUCCESS TEAM

We work as one team to go above and beyond for our customers. We act as their voice and champion. Our success is our customers' success.

We build and maintain client relationships to ensure happiness, adoption, and renewal. We support clients by continuously advising them as partners and keep them up to date on our new initiatives and innovative updates to pave the way for customer growth.

Our mission is to provide the best client experiences through meaningful partner relationships that showcase the Launchmetrics' value of creating efficient, impactful, and measurable brand experiences.

OUR RECRUITMENT PROCESS

1. Intro Call
2. Meet & Greet
3. Skills Assessment
4. Culture Fit Interview
5. Leadership Interview

WHY YOU’LL LOVE LAUNCHMETRICS

We're a company that prioritizes people, fostering a relaxed yet dynamic atmosphere. Our international team is filled with enthusiastic, motivated individuals who enjoy their work. Autonomy empowers our team members, allowing them to make a substantial difference in our business, for our customers, and within our organization. When you become part of our team, you'll have access to growth and advancement possibilities, including a learning and development allowance, a benefits package tailored to each location, and flexible work arrangements, along with support for establishing your home office and other perks.

OUR COMMITMENT

Launchmetrics is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If there is anything extra we can do to help you feel at ease during your interview process, please let the PeopleOps team member you’ll be meeting with know.