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Job Description

We are seeking a dynamic and experienced Senior 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, forecasting, retention goal attainment, 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!

Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals as well as meet corporate targets
Increase customer lifetime value through success plans, customer satisfaction, and overall health scores
Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.
Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals.
Leverage reporting to develop data-driven insights and success plays based on customer behavior
Ensure team adherence to governance policies and effective use of internal CRM systems to accurately reflect the status of customer accounts, thereby influencing downstream reporting requirements.
Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition
Sponsor 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.
Be a customer champion through collaboration with other organizational leaders to incorporate customer needs and requests into insightsoftware’s defining business objectives
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

Qualifications

Bachelor’s Degree in related field or equivalent experience
7+ years of experience in Customer Success, preferably in software/SaaS environments, with 4+ years in a management capacity
Ownership of $30M+ in ARR with 1K+ global customer accounts
Management of 5+ team members
Deep understanding of renewal forecasting and retention metrics (GRR) with demonstrated examples of forecast accuracy and achieving GRR targets
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 executive presence with the ability to present data clearly and concisely
Demonstrates a hands-on approach to ensure tasks are completed effectively.
Willingness to roll up your sleeves to get the job done
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

Non-technical skills

Organised and self-motivated, willing to learn
Knowledge of financial services, banking or accounting concepts is a plus
Strong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of audiences
Patience
Readiness to contribute to discussions and steer the team to continuously improve, both technically (how the code is designed, or how the product is architected) and process-wise (how we interact as a team)

** 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. **

Learn more about our high-energy, high-performance global team. Work With Us »

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.

insightsoftware Glassdoor Company Review

3.4

insightsoftware DE&I Review

3.5

CEO of insightsoftware

Michael Sullivan

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Average salary estimate

$135000 / YEARLY (est.)

min

max

$120000K

$150000K

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What You Should Know About Senior Manager, Customer Success , insightsoftware

Are you ready to take your career to the next level? insightsoftware is on the lookout for an enthusiastic Senior Manager, Customer Success to join our lively Raleigh team! As a Senior Manager, Customer Success, you’ll take the helm of our customer success team and play a crucial role in boosting customer satisfaction and retention. You'll be the driving force behind implementing innovative customer success strategies while managing a dedicated team of professionals. Your experience in customer success, particularly within the SaaS landscape, will be invaluable as you lead this passionate team to deliver outstanding customer experiences. You’ll analyze data to forecast renewals and identify trends, all while fostering a strong connection between our customers and teams across the company. If you thrive on building long-lasting relationships, leading with integrity, and creating data-driven success plays, we can't wait to meet you! Join us and turn those valuable insights into meaningful actions that keep our customers happy and engaged. And of course, have fun while achieving your goals together with a diverse, energetic team!

Frequently Asked Questions (FAQs) for Senior Manager, Customer Success Role at insightsoftware

What responsibilities does a Senior Manager, Customer Success at insightsoftware hold?

As a Senior Manager, Customer Success at insightsoftware, your main responsibilities include leading the customer success team to achieve high customer satisfaction and retention rates. You’ll develop customer success strategies, analyze data to extract insights, and present metrics that measure effectiveness. Additionally, fostering collaboration across various departments to ensure customer needs are met and addressing any escalations will be part of your daily duties.