Customer Success Manager

Summary

Join our team as a Customer Success Manager and drive customer adoption, time to value, and high customer satisfaction while meeting targets for renewals and gross revenue retention.

Requirements

• Bachelor’s Degree, preferably in accounting or finance
• 1+ years’ experience in an account management or customer success management role for a B2B SaaS company
• Experience using Salesforce and Totago, or other CRM/Customer Success platforms

Responsibilities

• Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear as well as advocate on behalf of their needs, concerns, and issues
• Drive a seamless customer experience by working cross-functionally with our product, service, and support teams to ensure customers can adopt and gain value from our solutions
• Craft effective strategies for customer retention, negotiate and secure renewal agreements, and facilitate account expansion through tight collaboration with sales to support upsell and cross-sell opportunities
• Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
• Implement short- and long-term success plans as well as measure the results of executed strategies to determine their efficacy
• Organize and execute a communication strategy for portfolio, including emails, one on one meetings, monthly update calls and quarterly business reviews focusing on overall customer health and adoption statistics, product reviews, and contractual status checks
• Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
• Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue
• Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines