Senior Manager, Customer Success

Company Descriptioninsightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com.Job DescriptionWe are seeking a dynamic and experienced Manager, Customer Success to lead our customer success team at insightsoftware. In this role, you will be responsible for driving customer satisfaction and retention by developing and implementing effective customer success strategies. You will manage a team of customer success professionals, providing mentorship, guidance, and support to ensure they deliver exceptional service. The ideal candidate will have a strong background in customer success, excellent leadership skills, and a passion for building lasting customer relationships. If you are a proactive problem-solver with a track record of success in the SaaS industry, we want to hear from you!Drive Customer Success outcomesLead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referralsIncrease customer lifetime value through success plans, customer satisfaction, and overall health scoresLeverage reporting to develop data-driven insights on customer behaviorDrive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition.Act as a sponsor in 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.Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacyIncrease opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teamsDevelop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals.Track, analyze, and report on Customer Success metrics across the organizationBe a customer champion internallyCollaborate with other organizational leaders to incorporate customer needs and requests into insightsoftware’s defining business objectivesAchievements/GoalsImprove the CSM relationship model with customers driving higher retention and happier customersCreate revenue and retention growth through solution selling to existing customersEnable effective forecasting of open opportunitiesTrack Customer Success metrics and actively pursue improvements for managing customer relationshipsQualificationsExperience integrating acquired companies and teams into success modelExperience segmenting customers, providing different levels of outreach, from tech touch to personalized interactionExperience in both on-prem and cloud-based success modelsStrong communication and presentation skills, both verbal and writtenBachelor’s Degree in related field or equivalent experience5+ years of management experience in Customer SuccessExperience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferredAbility to travel up to 25%Additional InformationAll your information will be kept confidential according to EEO guidelines.We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **#LI-Remote** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.