PbABOUT THE ROLE /b /ppThe Customer Success Specialist will be responsible for managing a large portfolio of small to mid-sized customers through a scalable, tech-enabled approach. This role blends proactive customer engagement with reactive support to ensure adoption, satisfaction, and retention. You will use digital channels and data-driven strategies to deliver value at scale, while also handling inbound requests including churn risks with care and responsiveness. /ppbWhat you’ll do : /b /pulliOwn a high-volume portfolio of customers, using automation and digital touchpoints to guide them through onboarding, adoption, and renewal. /liliLead digital-first onboarding experiences including self-guided content; collaborate closely with Support on webinars, and scalable live training sessions to ensure a smooth transition from Sales to Customer Success. /liliMonitor customer health and product usage through Gainsight and Salesforce to proactively identify risk and opportunity. Trigger automated journeys and personalized outreach based on key customer signals. /liliDeliver one-to-many communications that feel personal- leveraging in-app messaging, email campaigns, webinars, and office hours to engage and educate customers at scale. Collaborate closely with CX Enablement to plan and execute these programs and campaigns. /liliBe an expert on platform functionality and best practices. Recommend features, workflows, and usage patterns that drive ROI, tailoring recommendations based on customer segment and industry. /liliWork cross-functionally with Support, CX Enablement, and Sales to coordinate high-impact moments such as product launches, feature rollouts, and upsell opportunities. Escalate risks to senior CSMs or account teams when needed. /liliForecast and manage churn risk across your portfolio through data insights, automated surveys, and scaled check-ins. Surface at-risk accounts to stakeholders and deploy intervention plans accordingly. /liliLead conversations with customers who have expressed dissatisfaction or submitted cancellation requests. Act quickly to understand the root cause, reinforce value, guide them toward adoption, and negotiate renewals when possible. /liliCollect and surface feedback from your customer base to inform product and CX for content. /liliEnsure all customer interactions, health scores, and lifecycle stages are accurately reflected in Salesforce and Gainsight to support visibility and reporting. /li /ulpABOUT YOU /ppbWho You Are : /b /pliBachelor’s degree or equivalent experience in business, or related field. /liliExposure to Customer Success or Customer Service strongly preferred. /liliAbility to perform within a fast-paced, multi priority setting. /liliNative or bilingual proficiency in English. /liliCustomer-first mentality; ability to empathize and build customer loyalty. /liliStrong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration. /liliStrong critical thinking, analytical, and complex problem-solving skills. /liliHighly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive. /liliExcellent interpersonal skills for phone troubleshooting and writing skills through email. /liliExcellent time management and communication skills. /lipbExtra Credit : /b /pliExperience with delivering on-site training and webinars and / or pre-sales demonstrations. /liliExperience working in the Fashion industry is desirable. /liliPrevious experience with technical integrations. /liliItalian and / or French language proficiency preferred. /lipWe 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 andencourage you to submit an application! /ppbABOUT THE CUSTOMER SUCCESS TEAM /b /ppWe work as one team to go above and beyond for our customers. We act as their voice and champion. Our success is our customers' success. /ppWe build and maintain client relationships to ensure happiness, adoption, and renewal. We support clients by continuously advising them as partners and keep them up to date on our new initiatives and innovative updates to pave the way for customer growth. /ppOur mission is to provide the best client experiences through meaningful partner relationships that showcase the Launchmetrics' value of creating efficient, impactful, and measurable brand experiences. /ppbOUR RECRUITMENT PROCESS /b /pliIntro Call /liliMeet Greet /liliSkills Assessment /liliCulture Fit Interview /liliLeadership Interview /lipbWHY YOU’LL LOVE LAUNCHMETRICS /b /ppWe're a company that prioritizes people, fostering a relaxed yet dynamic atmosphere. Our international team is filled with enthusiastic, motivated individuals who enjoy their work. Autonomy empowers our team members, allowing them 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. /ppbOUR COMMITMENT /b /ppLaunchmetrics 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. /ppJ-18808-Ljbffr /p #J-18808-Ljbffr