Customer success

The Customer Success role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention. The role includes ensuring successful setup and onboarding for new clients and promoting system adoption.

RESPONSIBILITIES:

• Become an expert on system functions and features to advise clients strategically, driving product value and ROI.
• Maintain up-to-date client contacts, documentation, reviews, projects, and risk assessments in Gainsight.
• Lead regular account reviews to ensure proper system usage and communicate updates.
• Gather and relay client feedback to product teams to help prioritize projects and shape the product roadmap.
• Monitor dissatisfied accounts and address issues promptly.
• Conduct client training and adoption activities, including system updates, to ensure renewal and growth.
• Identify and nurture opportunities for upselling and cross-selling, passing l...