🎯 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:

ACCOUNT MANAGEMENT

• 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 Salesforce 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.

OBJECTIVES:
Renewal rate in number of customers and revenue in excess of 105% through:

• Risk mitigation and churn reduction
• Identifying up-sell and cross sell opportunities and nurturing these through to handover to sales

🏆 ABOUT YOU

Your Profile

• Bachelor’s degree or equivalent experience in business, or related field.
• Minimum 3 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.
• Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive.

You’ll be our rockstar if

• 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.

💥 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 

💡 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.