Manager, Customer Success

insightsoftware International Pvt. Ltd.; Hyderabad; Hybrid; INR 2,400,000 - 4,200,000; Full time

Job summary

insightsoftware is seeking a Manager - Customer Success to lead CSA teams in the CoE, drive performance, and oversee the India Customer Success group from Hyderabad. You will engage with customers to ensure value realization from our products, focusing on revenue retention and new opportunities.

The role blends visionary thinking with strong analytical skills to exceed client expectations. The position requires managing a team of roughly 10, with hybrid work in Hyderabad and Eastern shift

Qualifications

• Bachelor’s degree in business or related field.
• 7+ years in Customer Success, Account Management and Renewals.
• Experience leading Customer Success teams of ~10 members.
• Strong analytical, problem-solving, and relationship-building skills.

Responsibilities

• Drive prospecting strategies and renewal management with Customer Success leadership.
• Coach & mentor teams to perform duties effectively.
• Lead and manage Customer Success teams with guidance & mentorship.
• Develop and implement strategic plans for Customer Success aligned with business goals.
• Identify process improvements and drive efficiency.
• Act as advocate for customers and address their needs.
• Monitor team performance and take corrective actions.
• Drive career development and growth opportunities for team members.
• Hire talent and groom them to succeed.

Skills

Analytical thinking

Problem-solving

Interpersonal skills

Relationship-building

Education

Bachelor’s Degree (business related)

Tools

Reporting & analytics tools

Job description

About Us

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description

The Manager - Customer Success will be responsible for the managing CSA Teams in CoE, CSA team’s performance, prioritizing leadership requirements, and activities, will be responsible for Customer Success team in India. You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. Our ideal candidate can identify needs, communicate effectively, and ultimately exceed client expectations. The successful candidate has a blend of visionary and analytical skills.

Work timings and location

Eastern shift timings, (5:00 PM to 2:30 AM IST) Location - Hyderabad -Hybrid

Responsibilities

• Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
• Coach & Mentor teams in performing their duties effectively.
• Lead and Manage Customer Success teams and provide them guidance & mentorship.
• Develop & implement strategic plans for Customer Success in alignment with overall business objective.
• Identify of Process improvements and bringing efficiency
• Act as strong advocate for customers and ensure that their needs & concerns are addressed effectively.
• Monitor team performance and take corrective actions.
• Implement career development and growth opportunities for team members.
• Hire Talent according to needs & groom them to succeed.

Goals

• Retained Revenue 95%
• Case Resolution should be resolved with-in 30days
• Improve on First Contact Resolution time
• Adherence & Measure internal SLA and Quality Audit
• Keep attrition below 15%
• Accurate forecast for each quarter that is within 5% of the GRR.
• Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements

• Bachelor’s Degree, preferably in business or related field
• Has 10-13 Years of overall experience in the industry with 7+ years relevant experience in Customer Success, Account Management and Renewals
• Has working experience of Managing Customer Success Teams of size ~10 directly
• Working experience in managerial roles 5+ years
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills
• High level of attention to detail, working knowledge with reporting and analytics solution
• Strong knowledge/experience of CSM activities
• High level of agility and ability to manage change.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive.
• Experience improving customer experience and driving increased customer retention and growth.
• Proven track record of managing and leading Customer Success teams and Working experience in dealing with global clients.
• Experience in Building Teams, Coaching and developing talent
• Customer Success subject matter.
• Has Strong Leadership and Team Management skills

Qualifications

• Bachelor’s Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success & Account Management.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.

Additional information

All your information will be kept confidential according to EEO guidelines.

** 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. **

All your information will be kept confidential according to EEO guidelines.

Learn more about our high-energy, high-performance global team: Work With Us insightsoftware About Us: Hear From Our Team Background checks are required for employment with insightsoftware, where permitted by country, state/province.

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

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.

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.