Customer Success Manager

Job description

ABOUT THE ROLE: The Customer Success Manager will be responsible for the relationship with our customers and influencing local business activities relating to customer relations. This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board. What you’ll do: Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI. Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customizations and/or integration requirements. 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 prioritise 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...