Customer Success Specialist

2 months ago

London, Greater London, United Kingdom Launchmetrics Full time
About the Role

The Customer Success Specialist will be responsible for fostering strong relationships with our clients. This role is crucial in ensuring client adoption, satisfaction, and retention across the board, guaranteeing a seamless onboarding process for new clients and paving the way for successful system adoption.

Key Responsibilities
  • Client Management: Ensure that client contacts, documentation, reviews, and projects are accurately added to Gainsight and regularly updated.
  • Account Reviews: Lead regular account reviews with clients to ensure proper system usage and maintain open communication on updates.
  • Client Feedback: Gather local client feedback and deliver it to product teams to help prioritize projects and shape the product roadmap.
  • Issue Resolution: Anticipate and monitor dissatisfied accounts and ensure problems/issues are addressed promptly and effectively.
  • Training and Adoption: Complete all client follow-up training and adoption activities, as well as system updates and changes, to ensure renewal and growth.
  • Upsell and Cross-sell: Identify opportunities for upsell and cross-sell and nurture them through to handover to the sales team.
  • Implementation Planning: Evaluate and document implementation plans and specifications, project-manage incoming client requests alongside product, and act as the voice of the client.
About You

We're looking for a highly skilled and experienced professional who can excel in this role. The ideal candidate will have:

  • A Bachelor's degree or equivalent experience in business or a related field.
  • Minimum 1 year of previous experience in Customer Success or a related role.
  • Excellent interpersonal skills for effective communication and writing skills for clear documentation.
  • Experience with delivering on-site training and webinars.
About the Customer Success Team

We work collaboratively as one team to exceed our customers' expectations. Our success is directly tied to our customers' success. Our mission is to provide exceptional client experiences through meaningful partner relationships that showcase the 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
  5. Leadership Interview
Why You'll Love Launchmetrics

We're a company that prioritizes people, fostering a relaxed yet dynamic atmosphere. When you join our team, you'll have access to growth and advancement opportunities, 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.

We're committed to building a diverse and inclusive workforce. If there's 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.

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