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Role Description

The Customer Success Manager will be responsible for the relationship with our customers and influencing local business activities relating to customer relations. This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board.

• 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 to help prioritize 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.

Qualifications

• 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 empathize and build customer loyalty.
• Strong technical aptitude and ability to learn new technologies quickly.
• 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.

Requirements

• 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.
• This role welcomes full remote work arrangements but applicants must be based in the New York area.

Benefits

• Access to growth and advancement possibilities, including a learning and development allowance.
• A benefits package tailored to each location.
• Flexible work arrangements, along with support for establishing your home office and other perks.

Company Description

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. 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.