The Customer Success role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention. The role includes ensuring successful setup and onboarding for new clients and promoting system adoption.RESPONSIBILITIES:Become an expert on system functions and features to advise clients strategically, driving product value and ROI.Maintain up-to-date client contacts, documentation, reviews, projects, and risk assessments in Gainsight.Lead regular account reviews to ensure proper system usage and communicate updates.Gather and relay client feedback to product teams to help prioritize projects and shape the product roadmap.Monitor dissatisfied accounts and address issues promptly.Conduct client training and adoption activities, including system updates, to ensure renewal and growth.Identify and nurture opportunities for upselling and cross-selling, passing leads to the sales team.Evaluate implementation plans and specifications, managing client requests in collaboration with the product team, acting as the client's voice.*Open to applicants in the US, UK, Italy, France, and Spain.*ABOUT YOU:Who You AreBachelor’s degree or equivalent in business or a related field.At least 1 year of experience in Customer Success or a related role.Ability to work in a fast-paced, multi-priority environment.Customer-first mindset; empathetic and capable of building customer loyalty.Strong technical skills and quick learner of new technologies. Strategic thinking about change management and system integration.Excellent interpersonal and communication skills, both verbal and written.Experience in the Fashion, Luxury, Beauty, or PR industries.Understanding of international markets and experience with global customers is a plus.Experience with on-site training and webinars.We encourage candidates who are excited about this role even if they don't meet every requirement to apply.ABOUT THE CUSTOMER SUCCESS TEAM:We collaborate closely to exceed customer expectations, acting as their voice and advocate. Our goal is to build lasting relationships that ensure happiness, adoption, and renewal, supporting clients with ongoing advice and updates to foster growth.OUR RECRUITMENT PROCESS:Meet & GreetSkills AssessmentCulture Fit InterviewLeadership InterviewWHY YOU’LL LOVE LAUNCHMETRICS:We prioritize our people, fostering a relaxed yet dynamic environment. Our international team is motivated and enthusiastic. We empower autonomy, offering growth opportunities, learning allowances, benefits tailored to each location, flexible work arrangements, and support for home office setup.OUR COMMITMENT:Launchmetrics is an Equal Opportunity Employer committed to diversity and inclusion. Please let us know if you need any accommodations during the interview process.
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