Customer Success Manager

Summary

Join insightsoftware as a Customer Success Manager (CSM) to build strong customer relationships and ensure they maximize the value of our Equity Plan Solutions. You will proactively engage with customers, serving as a trusted advisor and advocate. This role involves liaising between key customer stakeholders and internal teams for successful solution delivery. You will collect customer feedback to drive product improvements and contribute to revenue growth and retention. The ideal candidate will effectively communicate with all levels of the organization and possess strong relationship-building skills. You will also manage escalations, monitor customer health, and lead projects to enhance customer success.

Requirements

• Bachelor’s Degree, preferably in business or related field
• At least 7+ years 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 25%

Responsibilities

• Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoption
• Develop and maintain strong relationships with customers 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 customer 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 customer with internal functional partners 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

• Experience with equity compensation products
• Working knowledge with reporting and analytics solution
• Experience that included resolution and escalation management