Senior Manager, Customer Success

Summary

Join insightsoftware as a Senior Manager, Customer Success and lead our team in driving customer satisfaction and retention. You will develop and implement effective customer success strategies, manage a team of professionals, and mentor them to deliver exceptional service. The ideal candidate possesses a strong background in customer success, excellent leadership skills, and a passion for building lasting customer relationships. This role requires driving customer success outcomes, leading a team, and leveraging data-driven insights. You will also be responsible for proactive customer engagement, collaboration with other teams, and developing key performance indicators.

Requirements

• 7+ years of experience in Customer Success with 4+ years in a management capacity
• Bachelor’s Degree in related field or equivalent experience
• Experience integrating acquired companies and teams into success model
• 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
• Ability to travel up to 25%

Responsibilities

• Drive Customer Success outcomes
• Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals
• Increase customer lifetime value through success plans, customer satisfaction, and overall health scores
• Leverage reporting to develop data-driven insights and success plays based on customer behavior
• 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
• Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals
• 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
• Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans

Preferred Qualifications

Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services