Senior Manager, Customer Success

Job Description

We are seeking a dynamic and experienced Senior 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, forecasting, retention goal attainment, 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! 

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

Qualifications

• Bachelor’s Degree in related field or equivalent experience 
• 7+ years of experience in Customer Success, preferably in software/SaaS environments, with 4+ years in a management capacity 
• Ownership of $30M+ in ARR with 1K+ global customer accounts
• Management of 5+ team members
• Deep understanding of renewal forecasting and retention metrics (GRR) with demonstrated examples of forecast accuracy and achieving GRR targets
• 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 
• Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferred 
• Ability to travel up to 25% 

Additional Information

Non-technical skills

• Organised 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)

** 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.