Customer Success Manager

Summary

Join insightsoftware as a trusted advisor, proactively ensuring value and product adoption for our clients. You will develop strong relationships with partners, communicate effectively with cross-functional teams, and collect feedback to drive product improvements. Responsibilities include forecasting key account metrics, advocating for partners, crafting revenue growth strategies, and managing escalations. You will monitor customer health, implement churn reduction strategies, and drive a seamless customer experience. Leading special projects and participating in cross-functional reviews are also key aspects of this role.

Requirements

• Bachelor’s Degree, preferably in business or related field
• At least 1 year in a customer-facing or Customer Success role within a software or software-as-a-service organization
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including the Executive and C-Suite levels
• Experience working with Fortune 500 companies as end customers
• High level of agility and ability to manage change
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment
• Ability to travel up to 20%

Responsibilities

• Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoption
• Develop and maintain strong relationships with partners on various levels, from key decision makers to day-to-day users
• Communicate effectively with cross-functional teams to enable effective delivery of products and services
• Collect feedback and work with internal teams (product, sales, engineering) to deliver product improvements
• Collaborate to identify and recommend solutions for complex business needs
• Forecast, track, and report key account metrics and clearly communicate progress to internal stakeholders
• Advocate on behalf of the partners with internal functional teams as needed
• Craft effective strategies to drive revenue growth and retention, negotiate and secure renewal agreements, and identify opportunities for upselling and cross-selling our software solutions
• Organize and execute communication strategies, 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 escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
• Monitor customer health scores and identify risk of churn. Implement strategies and action plans to reduce churn
• Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines
• Other duties as assigned

Preferred Qualifications

• 1-3+ years customer-facing or Customer Success role within a software or software-as-a-service organization
• Experience with equity compensation products
• Working knowledge with reporting and analytics solution
• Experience that included resolution and escalation management

Benefits

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