Customer Success Growth Leader

insightsoftware, LLC; Raleigh (NC); On-site; USD 124,000 - 156,000; Full time

Job summary

insightsoftware is seeking a Senior Manager, Customer Success to lead our customer success team and drive satisfaction and retention. You will mentor professionals, implement CS strategies, and partner with cross-functional leaders to deliver exceptional service.

Ideal candidates bring a strong background in customer success within SaaS, excellent leadership, and a proven track record of building lasting relationships.

Qualifications

• Experience leading a customer success team in a SaaS company.
• Bachelor's degree or equivalent experience in a related field.
• Experience integrating acquired companies into success model.
• Experience segmenting customers with different outreach levels (tech touch to personalized).
• Experience in both on-prem and cloud-based success models.
• Strong executive presence with the ability to present data clearly and concisely.
• Hands-on approach; willingness to roll up sleeves to get the job done.
• Experience in software support services, software development, or customer care around IT/Application services is highly preferred.
• Ability to travel up to 25%.

Responsibilities

• Drive Customer Success outcomes.
• Lead your team to deliver outstanding experiences that drive retention, expansion, adoption, and referrals.
• Increase customer lifetime value through success plans and health scores.
• Leverage reporting to develop data-driven insights and success plays based on customer behavior.
• Drive proactive NPS, at-risk programs, and initiatives to prevent customer attrition.
• Sponsor customer escalations and address issues across the company for mutual benefit.

Skills

Customer Success

SaaS

Leadership

Data-driven

Education

Bachelor's degree or equivalent

Job description

insightsoftware is seeking a Senior Manager, Customer Success to lead our customer success team and drive satisfaction and retention. You will mentor professionals, implement CS strategies, and partner with cross-functional leaders to deliver exceptional service.

Ideal candidates bring a strong background in customer success within SaaS, excellent leadership, and a proven track record of building lasting relationships.