Join the Launchmetrics Talent Pool and be considered for future Customer Success opportunities. This role is responsible for managing key client relationships, ensuring client adoption, satisfaction, and retention, and driving product value and ROI.

Location

UK, US, Italy, Spain, and France, and can be performed fully remotely.

Role of the Job

The Customer Success role is a strategic position that requires strong technical aptitude, excellent interpersonal skills, and the ability to think strategically about change management and system integration. The successful candidate will be an expert on system functions and features, becoming a trusted advisor to clients and driving product value and ROI.

Main Responsibilities

• Manage key client relationships, ensuring client adoption, satisfaction, and retention
• Provide expert knowledge of system functions and features to drive product value and ROI
• Lead regular account reviews with clients to ensure proper usage of the system
• Gather local client feedback and deliver feedback to product teams to shape product roadmap
• Anticipate and monitor dissatisfied accounts, ensuring problems/issues are dealt with swiftly and appropriately
• Identify opportunities for upsell and cross-sell, nurturing them through to handover to the sales team
• Evaluate and document implementation plans and specifications
• Project-manage incoming client requests, acting as the voice of the client

Qualification Needed

• Bachelor’s degree or equivalent experience in business, or related field
• Minimum 1 year 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
• Excellent interpersonal skills for phone troubleshooting and writing skills through email

FAQs

• What are the working hours for this role?

The working hours for this role may vary, but it is expected to be flexible and accommodating to different time zones.

• Will I have opportunities for professional development?

Yes, Launchmetrics offers growth and advancement possibilities, including a learning and development allowance.

• How does the company support employee wellbeing?

Launchmetrics offers flexible work arrangements, support for establishing a home office, and a benefits package tailored to each location.

• Can I apply for this role if I don’t meet every single requirement?

Yes, Launchmetrics encourages applicants to apply even if they don’t meet every single requirement.

• What is the company culture like?

Launchmetrics prioritizes people, fostering a relaxed yet dynamic atmosphere, and values diversity and inclusion.

• How does the interview process work?

The recruitment process includes an intro call, meet and greet, skills assessment, culture fit interview, and leadership interview.

• What benefits does the company offer?

Launchmetrics offers a benefits package tailored to each location, flexible work arrangements, and support for establishing a home office.

• Is there room for growth within the company?

Yes, Launchmetrics offers growth and advancement possibilities, including opportunities for professional development.

• What kind of projects will I be working on?

The Customer Success role will involve managing key client relationships, driving product value and ROI, and identifying opportunities for upsell and cross-sell.

• How does the company approach diversity and inclusion?

Launchmetrics is proud to be an Equal Opportunity Employer, building a diverse and inclusive workforce.

• What kind of training will I receive?

The company offers a learning and development allowance to support employee growth and development.

• How does the company prioritize customer satisfaction?

Launchmetrics prioritizes customer satisfaction, ensuring that clients are happy, adopted, and renewed.

• Can I work from home or remotely?

Yes, this role can be performed fully remotely, with flexible work arrangements available.

• What is the company’s mission?

Launchmetrics’ mission is to provide the best client experiences through meaningful partner relationships.

• How does the company support employee autonomy?

Launchmetrics empowers team members, allowing them to make a substantial difference in the business, for customers, and within the organization.

• What kind of skills are required for this role?

The role requires strong technical aptitude, excellent interpersonal skills, and the ability to think strategically about change management and system integration.

• How does the company approach customer feedback?

Launchmetrics gathers local client feedback and delivers feedback to product teams to shape product roadmap.

• Can I apply for this role if I have no experience in Customer Success?

Yes, Launchmetrics considers applicants with equivalent experience in related fields.

• What is the company’s approach to employee growth and development?

Launchmetrics offers growth and advancement possibilities, including opportunities for professional development.

• How does the company prioritize employee wellbeing and work-life balance?

Launchmetrics offers flexible work arrangements and support for establishing a home office to prioritize employee wellbeing and work-life balance.

Salary Package

• To be discussed upon application.

Required Documents

• Resume/CV

How to apply

To initiate the application process, kindly submit your application below.

Submit Application

About Launchmetrics

• What Makes This Company Tick?

Launchmetrics is driven by a mission to create efficient, impactful, and measurable brand experiences. This company ticks by prioritizing people, fostering a relaxed yet dynamic atmosphere, and valuing diversity and inclusion. With a focus on innovation and customer satisfaction, Launchmetrics empowers team members to make a substantial difference in the business and for customers.

• What’s the Story Behind This Company

The story behind Launchmetrics is rooted in its commitment to delivering superior solutions for its clients. With a focus on creating efficient, impactful, and measurable brand experiences, Launchmetrics has established itself as a leader in its industry. The company’s mission is to provide the best client experiences through meaningful partner relationships.

• What’s on the Horizon?

Launchmetrics is poised for continued growth and success, with new opportunities and initiatives on the horizon. With a commitment to innovation and customer satisfaction, this company is well-positioned to meet the evolving needs of its clients and stay ahead of the curve in its industry.