Customer Success Specialist (Digital)

ABOUT THE ROLE

The 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.

What you’ll do :

• Own a high-volume portfolio of customers, using automation and digital touchpoints to guide them through onboarding, adoption, and renewal.
• Lead 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.
• Monitor 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.
• Deliver 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.
• Be 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.
• Work 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.
• Forecast 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.
• Lead 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.
• Collect and surface feedback from your customer base to inform product and CX for content.
• Ensure all customer interactions, health scores, and lifecycle stages are accurately reflected in Salesforce and Gainsight to support visibility and reporting.

ABOUT YOU

Who You Are :

Extra Credit :

W e 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 and encourage you to submit an application!

ABOUT THE CUSTOMER SUCCESS TEAM

We 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.

We 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.

Our 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.

OUR RECRUITMENT PROCESS

WHY YOU’LL LOVE LAUNCHMETRICS

We'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.

OUR COMMITMENT

Launchmetrics 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.