ABOUT THE ROLE

The Customer Success role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board, ensuring the successful set-up and kick-off for new clients and paving the way for solid system adoption.

RESPONSIBILITIES:

• Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI.
• Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Gainsight 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 prioritize 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.