Customer Success Manager - Growth & Retention | Hybrid NYC

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

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.