Senior Manager, Customer Success

Summary

Join insightsoftware as a Senior Manager, Customer Success and lead the customer success team. Drive customer satisfaction and retention by developing and implementing effective strategies. Manage a team of customer success professionals, providing mentorship and support. The ideal candidate has a strong customer success background, excellent leadership skills, and a passion for building lasting customer relationships. Responsibilities include leading the team to deliver outstanding customer experiences, increasing customer lifetime value, leveraging reporting for data-driven insights, driving proactive programs to prevent attrition, and sponsoring customer escalations. The role requires strong executive presence and a hands-on approach.

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

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 incorpora

Preferred Qualifications

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