Customer Success Manager

The Customer Success Manager​ will focus on onboarding clients, setting up campaigns, spotting and upselling subscription clients into full-service products and campaigns, working closely with Sales.
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 ABOUT LAUNCHMETRICS

Launchmetrics is the leading Brand Performance Cloud used by Fashion, Luxury and Beauty (FLB) executives to connect with the modern consumer in a constantly changing landscape. With over a decade of industry expertise, we have helped more than 1,000 customers create inspiring, impactful and measurable experiences.

Our Brand Performance Cloud provides companies with the tools and intelligence they need to optimize the use of their creative assets, execute powerful brand amplification programs and measure their brand performance. The company’s AI-driven and proprietary Media Impact Value gives customers the ability to benchmark their performance against 2,000 competitors worldwide. Launchmetrics' intelligence empowers these companies to grow their businesses and streamline their processes, bringing a sharp focus to profitability, accountability, and efficiency while enabling the type of quick decision making required for agility.

Founded in NYC and with operating headquarters in Paris, we have employees in eight markets worldwide and offer support in five languages. We have  been the trusted brand performance technology to brands worldwide such as Dior, Fendi, Shiseido, NET-A-PORTER and Adidas as well as partners like IMG, the Council of Fashion Designers of America, the British Fashion Council, and Camera Nazionale Della Moda Italiana.


💡 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 help to ensure that our team and clients can get the most out of the technology we provide

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.

 

🎯 ABOUT THE ROLE

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.

RESPONSIBILITIES:

  • Have daily client communication and coordination. Including training and client support in the education of our technology.
  • Do time and project management of client requests triaging to appropriate support teams and coordinating workflow to ensure deadlines are met.
  • Support sales marketing and accounts in cross and upsell services and product where the opportunity arises, providing meeting, pitch and presentation support where needed.
  • Manage communication and communication touch points for KOLs and Clients.
  • Gather, collate and analyze customer and KOL feedback to pass to operations and tech
  • Develop onboarding processes, checklists and procedures
  • Develop FAQ archives and onboarding training documentation
  • Conduct research to identify potential upsell and cross sell clients; to determine customer churn; KOL and Client issues and pain points.


🏆 ABOUT YOU

Your Profile

  • You have bachelor's degree or above in the relevant field of learning.
  • You have at least 2 years of professional work experience.
  • You have demonstrable interest and active presence on various social media platforms.
  • You have demonstrable passion for Fashion, ecommerce, social media and digital and technology.
  • You have demonstrable presence and client-facing polish, excellent communication, presentation and coordination skills.
  • You can work proficiency in MS office suite.
  • You have a proactive, honest, entrepreneurial spirit.
  • Last, but definitely not least: You speak, read, and write English fluently.



You’ll be our rockstar if

  • You have knowledge about the Fashion, Beauty & Luxury industry or you already worked in FLB or PR environment
  • You are truly passionate about Fashion, E-commerce, social media, digital environment, and technology
  • You can speak, read and write Chinese fluently.


💥 WHAT DO WE HAVE TO OFFER? 

A fantastic opportunity to participate in the development of a disruptive international company in an incredible work environment – cool, casual, fast-paced with a passionate, driven and fun team. Our people thrive under autonomy and can easily have a strong impact on our business, customers and organization. By joining us, you will have a chance to work in a cutting edge yet established global organization with more than a decade of sustainable growth and leading investors as partners.

At Launchmetrics, we care about each other and pay extra attention to things like:

  • Work-life Balance 
  • Flexible Working
  • Team Building 
  • Growth & Development
  • Health & Wellness 
  • Diversity & Inclusion 

 

🤝 WHAT CAN YOU EXPECT FROM OUR RECRUITMENT PROCESS?

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


 

We usually respond within three days

Or, know someone who would be a perfect fit? Let them know!

Shanghai

Taoyuan Road
200125 Huangpu Qu Directions

Our Culture

We work hard, laugh a lot and collaborate constantly. Life is what happens when you're busy working so we make sure you enjoy it.

👀 See for yourself: 

Already working at Launchmetrics?

Let’s recruit together and find your next colleague.

email
@launchmetrics.com
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