Customer Success Manager

Insightful; New York (NY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Insightful in New York City seeks a Customer Success Manager to own a top segment of accounts. You’ll protect renewals, deepen adoption, and find expansion opportunities, acting as a strategic partner and voice of the customer inside Insightful.

You will build long-term executive relationships, onboard new customers, and drive advocacy through case studies and references, meeting in person when it matters at our New York base.

Qualifications

• 5+ years in Customer Success, Account Management, or similar at a B2B SaaS company.
• Experience owning a book of high-value accounts through renewal and expansion.
• Track record of meeting retention, NRR, and expansion targets.
• Confident in presenting to executive stakeholders and building relationships.
• Strong commercial instincts to identify expansion opportunities.
• Experience analyzing usage/health data to spot risk and growth opportunities.
• Hands-on experience with a CRM/CS platform (HubSpot, Vitally).
• Able to work from New York City (live or commute).
• Experience with workforce analytics, HR tech, or productivity software.
• Experience managing complex, multi-stakeholder accounts with procurement/security reviews.
• Experience building customer advocacy programs (case studies, references, reviews).

Responsibilities

• Own retention for top-segment accounts, including renewals and forecasting.
• Monitor account health and usage to spot churn risk early and act.
• Lead escalations with Support, Product, and Engineering.
• Handle subscriptions and billing in Insightful's payment system.
• Drive product adoption and customer expansion through proactive efforts.
• Identify Upsell/Cross-sell opportunities and partner with Sales to close.
• Run executive business reviews tying Insightful to customer outcomes.
• Ensure customers follow best practices and maximize value.
• Build long-term executive relationships and onboard new customers from kickoff to go-live.
• Grow customer advocacy through case studies, testimonials, reviews.

Skills

5+ years CS

High-value accounts

Retention & expansion

Executive relationships

Commercial instincts

Usage & health analytics

CRM/CS platform

NYC availability

Workforce analytics

Multi-stakeholder mgmt

Subscription billing

Customer advocacy

Tools

HubSpot

Vitally

Job description

• New York, NY - Hybrid (Remote and In Person)

Insightful builds workforce analytics and productivity software that helps organizations understand how work gets done and improve it. Our Customer Success team owns retention and growth across our customer base, partnering closely with Sales, Product, Marketing, and Support.

We're hiring a Customer Success Manager in New York City to own our top segment of accounts. You'll be accountable for retaining and growing these customers: protecting renewals, deepening adoption, and finding expansion opportunities. You'll be their strategic partner at Insightful and the voice of these customers inside the company.

Responsibilities:

Retention and renewals

• Own retention for your book of top-segment accounts, including the renewal and forecasting process
• Work intensely on churn prevention: monitor account health and usage, spot risk early, and act on it
• Lead escalations to resolution, partnering with Support, Product, and Engineering
• Handle customer subscriptions and billing in Insightful's payment system

Growth and expansion

• Drive product adoption and customer expansion through proactive efforts
• Identify upsell and cross-sell opportunities and partner with Sales to close them
• Run executive business reviews that tie Insightful to each customer's business outcomes
• Ensure customers follow best practices and their solution is optimized for maximum value

Strategic relationships and advocacy

• Build long-term, multi-threaded relationships with executives, champions, and end users
• Onboard new customers in the segment from kickoff through go-live, including use case discovery and user training
• Grow customer advocacy through case studies, testimonials, reviews, and references
• Meet customers in person when it matters, using our New York base

Voice of the customer

• Understand each customer's pain points and how Insightful solves them, and funnel that feedback to Product and other stakeholders
• Act as the liaison between customers and internal teams
• Be an Insightful product expert and stay current on the roadmap and upcoming releases
• Keep all customer information complete and up to date in the CRM

You are a great fit for this role if you have:

• 5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company
• Experience owning a book of high-value accounts through renewal and expansion
• A track record of hitting or beating retention, NRR, and expansion targets
• Confidence building relationships with and presenting to executive stakeholders
• Strong commercial instincts: you can spot an expansion opportunity and help move it forward
• Experience analyzing usage and health data to spot risk and growth opportunities
• Hands-on experience with a CRM or CS platform (e.g., HubSpot, Vitally)
• The ability to work from New York City (you live there or can commute)
• Experience with workforce analytics, HR tech, or productivity software
• Experience managing complex, multi-stakeholder accounts with procurement and security reviews
• Background handling subscription billing and renewals in a payment system
• Experience building customer advocacy programs (case studies, references, reviews)

How success is measured:

• Gross and net revenue retention across your book of business
• Expansion revenue sourced from your accounts
• On-time renewals and forecast accuracy
• Product adoption and account health across the segment
• Customer satisfaction and advocacy (references, case studies, reviews)