ABOUT THE ROLE

The Customer Success Manager (CSM) will play a pivotal role in cultivating and managing strong relationships with our clients, driving customer satisfaction, adoption, and retention. As a key member of our team, the CSM will specialize in our Metrics product offering, acting as a trusted advisor to clients. By providing data-driven recommendations, the CSM will help shape and refine marketing and communication strategies to maximise client success and ROI.

RESPONSIBILITIES:

• Expert in Data Analytics & Methodology: Be a champion of Launchmetrics' unique measurement methodology, mastering system functions and features to serve as a trusted advisor, helping clients leverage data for strategic decision-making and maximizing product value.
• Data-Driven Reporting & Insights: Develop and present actionable, data-driven reports that offer analysis of brand performance, leveraging both quantitative and qualitative data to identify key trends that provide valuable insights for clients' strategies.
• Comprehensive Coverage Monitoring: Conduct detailed coverage monitoring analysis to assess client strategies, KPIs, and outcomes, ensuring clients understand and can act on data insights to improve performance.
• Lead Analytical Discussions: Lead insightful account reviews with clients, ensuring they are utilizing the system effectively. Use data to demonstrate the value and ROI of the product, helping clients optimize their communication efforts.
• Client Documentation & CRM Management: Maintain up-to-date client information, including contacts, documentation, reviews, reports, and risk assessments, within Salesforce and/or Gainsight, ensuring all data is accurately tracked and accessible.
• Proactive Account Management: Anticipate and address client concerns, using data-driven troubleshooting to resolve issues quickly, ensuring optimal results and customer satisfaction.
• Client Training & Adoption: Oversee client training and adoption, ensuring customers are up-to-date with system changes, and updates and are leveraging the full capabilities of the platform to drive success and renewal.
• Collaborate with Product Team: Act as the voice of the client by managing incoming client requests, gathering feedback, and providing data-driven insights to product teams to inform feature prioritization and shape the product roadmap.
• Identify Growth Opportunities: Identify and nurture up-sell and cross-sell opportunities, guiding them through the process and collaborating with the sales team to maximize revenue growth.
• Implementation & Integration: Work closely with clients and/or the LM Pre-Sales team to evaluate and document their implementation plans, ensuring smooth onboarding and system integration, while addressing any data-related concerns throughout the process.

ABOUT YOU 

Who You Are

• Educational Background: Bachelor's degree or equivalent experience in business, marketing, or a related field.
• Experience: Minimum of 2 years experience in Customer Success, Onboarding, or a client-facing role with a strong emphasis on data analysis and reporting.
• Data Proficiency: Proficiency in Excel and confidence in data analysis, with the ability to generate actionable insights to drive client success.
• Results-driven: Self-motivated, proactive, and results-oriented, with a strong sense of collaboration, ownership, and urgency.
• Presentation & Storytelling: Experienced in presenting data to clients using storytelling techniques, and tailoring messages to engage various stakeholders at different levels of their organization.
• Time Management: Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Customer-Centric: A customer-first mentality, with the ability to build strong relationships, empathize with client challenges, and provide exceptional service.
• Problem-Solving & Strategic Thinking: Strong analytical, critical thinking, and problem-solving skills, with the ability to think strategically about data integration, change management, and process optimization.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex data insights clearly and effectively.

Extra Credit:

• Experience working in the Fashion, Luxury, or Beauty industries.
• Exposure to global customers and an understanding of international markets is desirable.
• A strong curiosity and enthusiasm for innovation and new approaches
• Previous experience with technical integrations is a plus

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 

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.