Manager, Customer Success

Company Description

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com. 

Job Description

• Drive Customer Success outcomes
• Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals
• Increase customer lifetime value through success plans, customer satisfaction, and overall health scores
• Leverage reporting to develop data-driven insights on customer behavior
• Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition.
• Act as a sponsor in customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way.
• Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement.
• Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacy
• Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams
• Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals.
• Track, analyze, and report on Customer Success metrics across the organization
• Be a customer champion internally
• Collaborate with other organizational leaders to incorporate customer needs and requests into insightsoftware’s defining business objectives

Achievements/Goals*

• Improve the CSM relationship model with customers driving higher retention and happier customers
• Create revenue and retention growth through solution selling to existing customers
• Enable effective forecasting of open opportunities
• Track Customer Success metrics and actively pursue improvements for managing customer relationships

Qualifications

• Experience integrating acquired companies and teams into success model
• Experience segmenting customers, providing different levels of outreach, from tech touch to personalized interaction
• Experience in both on-prem and cloud-based success models
• Strong communication and presentation skills, both verbal and written
• Bachelor’s Degree in related field or equivalent experience
• 3+ years of management experience in customer success
• Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferred
• Ability to travel up to 25%

Additional Information

All your information will be kept confidential according to EEO guidelines.

#LI-Remote

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.