Customer Success Manager

Summary

Join insightsoftware as a Customer Success Manager and build strong relationships with clients, acting as a trusted advisor. You will proactively engage customers to ensure they maximize the value of our products, leading to revenue retention and growth. This role involves liaising between customers and internal teams, ensuring timely solution delivery and improving the overall customer experience. You will develop strategies for customer retention, negotiate renewal agreements, and forecast key account metrics. The ideal candidate is skilled in communication, problem-solving, and exceeding client expectations. You will also contribute to special projects, participate in cross-functional reviews, and mentor team members.

Requirements

• Bachelor’s Degree, preferably in business or related field
• Salesforce experience
• 2+ years as a CSM in the software/SaaS space
• Experience improving customer experience and driving increased customer retention and growth
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive
• 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

• Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed
• Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue
• Craft effective strategies for customer retention and negotiate and secure renewal agreements and cross-sell contracts
• Create and deliver customer business reviews and prepare reports on account status as needed
• Forecast and track key account metrics (e.g., quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
• Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through insightsoftware’s solutions
• 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
• Train and mentor on-demand talent
• Other duties as assigned

Preferred Qualifications

• Working knowledge with reporting and analytics solution
• Experience that included resolution and escalation management
• Organized 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)