💼 Customer Success Specialist
This role welcomes full remote or hybrid work arrangements but applicants must be based in the NewYork area and hold a long-term valid work permit for the US to be considered. Launchmetrics does not sponsor visas in the US at this time.
About the Role
As a Customer Success Specialist, you'll manage key client relationships, ensuring adoption, satisfaction, and retention. You'll be responsible for the successful setup and kickoff for new clients and pave the way for solid system adoption.
Responsibilities:
- Become a strategic advisor for clients, driving product value and ROI.
- Manage client contacts, documentation, reviews, projects, and risk in Gainsight.
- Lead regular account reviews, maintain communication, and provide updates.
- Gather client feedback and deliver it to product teams to prioritize projects and shape the product roadmap.
- Anticipate and monitor dissatisfied accounts, swiftly resolving problems.
- Complete client follow-up training, adoption activities, and system updates.
- Identify upsell and cross-sell opportunities and nurture them for handover to the sales team.
- Evaluate and document implementation plans and specifications.
- Project-manage incoming client requests alongside the product team.
About You
Who You Are:
- 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.
- Ability to perform in a fast-paced, multi-priority setting.
- Customer-first mentality with the ability to empathize and build loyalty.
- Strong technical aptitude and ability to learn new technologies quickly.
- Excellent interpersonal skills for phone troubleshooting and writing.
Extra Credit:
- Experience working with/in the Fashion, Luxury, Beauty, or PR space.
- Exposure to global customers and an understanding of international markets.
- Experience with delivering on-site training and webinars.
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, acting as their voice and champion. Our success is our customers' success.
We build and maintain client relationships to ensure happiness, adoption, and renewal. We continuously advise clients as partners and keep them up to date on new initiatives and updates to pave the way for customer growth.
Our mission is to provide the best client experiences through meaningful partner relationships that showcase Launchmetrics' value in creating efficient, impactful, and measurable brand experiences.
🔎 Our Recruitment Process
- Intro Call
- Meet & Greet
- Skills Assessment
- Culture Fit Interview
- Leadership Interview
❤️ Why You'll Love Launchmetrics
We're a people-first company that fosters a relaxed yet dynamic atmosphere. Our international team is filled with enthusiastic, motivated individuals who enjoy their work. Autonomy empowers our team members 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.
💰 Base Salary Range: 65,000.00−75,000.00. Plus bonus and commission in line with the Company's Customer Success Policy. This represents the low and high end of the Company's base salary range for this position. Actual base salary may vary based on various factors, including but not limited to location and experience.