Customer Success Leader — SaaS Growth & Retention

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

Job summary

Insightsoftware is seeking a Senior Manager, Customer Success to lead our customer success team in the United States. You will drive satisfaction and retention by developing and implementing effective customer success strategies, mentoring a team of CS professionals, and delivering exceptional service.

The ideal candidate brings SaaS customer success leadership with a track record of improving retention, expansion, and customer health metrics.

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 a success model.
• Experience segmenting customers with different outreach levels (tech touch to personalized).
• Experience in on-prem and cloud-based success models.
• Strong executive presence with the ability to present data clearly.
• Hands-on approach; willing to roll up your sleeves.
• Experience in software support services, software development, or IT/Application services management is highly preferred.
• Willingness 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, 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 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
• Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals.
• 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.
• Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.

Skills

Customer Success leadership

SaaS industry experience

Executive presence

Hands-on leadership

Travel up to 25%

Education

Bachelor's Degree in related field or equivalent experience

Job description

Insightsoftware is seeking a Senior Manager, Customer Success to lead our customer success team in the United States. You will drive satisfaction and retention by developing and implementing effective customer success strategies, mentoring a team of CS professionals, and delivering exceptional service.

The ideal candidate brings SaaS customer success leadership with a track record of improving retention, expansion, and customer health metrics.