Customer Sucess Manager

Job Description:

Job Description 1: Customer Success Manager Focus

We are looking for a customer success candidate who is experienced in helping enterprise clients realise value from a SaaS platform. The ideal candidate will be responsible for ensuring client satisfaction and retention by focusing on customer health, communication, and overall platform adoption.

Key Responsibilities

• Client Relationship Management: Actively monitor customer health metrics in Gainsight to identify potential risks and opportunities. You'll manage client communication, including targeted messaging and feedback surveys, to ensure a positive and engaged experience.
• Platform Administration: Maintain and organize client workspaces within the Vidmob platform, ensuring data integrity and a seamless user experience.
• Content and Communication: Curate and personalize monthly newsletters using HubSpot, sharing product updates and insights that are relevant to each client.
• Feedback and Product Advocacy: Serve as the "eyes and ears" of our clients by collecting, documenting, and categorizing feature requests for our product team. You'll also proactively provide product recommendations to help clients achieve their goals.

Qualifications

• 5+ years of experience in customer success or a related field, with a track record of working with enterprise clients.
• Proven experience using Gainsight and HubSpot.
• Exceptional organizational skills and the ability to manage multiple projects and client needs simultaneously.
• Highly effective communication and presentation skills, with a focus on translating client needs into actionable steps.
• Solutions-oriented mindset with the ability to work independently in a distributed environment.
• Comfortable with AI tools, with an active interest in discovering tools to improve workflows.

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