Customer Success Leader — Growth, Retention & Adoption

Insightsoftware; North Carolina; Hybrid; USD 124,000 - 156,000; Full time

Job summary

insightsoftware is seeking a Senior Manager, Customer Success to lead a high-performing team and drive client outcomes in a SaaS environment. You will craft and implement success strategies, mentor professionals, and partner across departments to maximize retention, expansion, and customer health.

Ideal candidates bring strong executive presence, a proven track record with SaaS customer success, and hands-on leadership.

Qualifications

• Experience in Customer Success at a SaaS company 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.
• 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 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 to prevent customer attrition.
• Sponsor customer escalations by working with the customer and teams across the company to address the issue.
• Develop standardized, proactive outreach and interventions across the journey.
• Be a customer champion through collaboration with other leaders to align customer needs with business objectives.
• Partner with peers to scale onboarding, training, success management, support, and customer advocacy.
• Develop and present metrics to measure the effectiveness of Customer Success.
• Ensure governance policies and CRM usage reflect account status for downstream reporting.
• Regularly analyze data to generate renewal forecasts and corrective action plans.

Skills

Customer Success Management

SaaS industry experience

Executive presence

Data-driven decision making

Team leadership

Education

Bachelor's Degree or equivalent

Tools

CRM systems

Reporting/Analytics tools

ERP/Financial software

Job description

insightsoftware is seeking a Senior Manager, Customer Success to lead a high-performing team and drive client outcomes in a SaaS environment. You will craft and implement success strategies, mentor professionals, and partner across departments to maximize retention, expansion, and customer health.

Ideal candidates bring strong executive presence, a proven track record with SaaS customer success, and hands-on leadership.