Full-Time Senior Manager, Customer Success

Job Description

We are seeking a dynamic and experienced Manager, Customer Success to lead our customer success team at insightsoftware. In this role, you will be responsible for driving customer satisfaction and retention by developing and implementing effective customer success strategies. You will manage a team of customer success professionals, providing mentorship, guidance, and support to ensure they deliver exceptional service. The ideal candidate will have a strong background in customer success, excellent leadership skills, and a passion for building lasting customer relationships. If you are a proactive problem-solver with a track record of success in the SaaS industry, we want to hear from you!

• 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
• 5+ 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