Senior Manager, Customer Success

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

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

We are seeking a dynamic and experienced Senior Manager, Customer Success to lead our customer success team at insightsoftware. In this role, you will be responsible for driving customer satisfaction and retention by developing and implementing effective customer success strategies. You will manage a team of customer success professionals, providing mentorship, guidance, and support to ensure they deliver exceptional service. The ideal candidate will have a strong background in customer success, excellent leadership skills, and a passion for building lasting customer relationships. If you are a proactive problem-solver with a track record of success in the SaaS industry, we want to hear from you!

• 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 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.

What will you do?

To perform the job successfully, an individual should demonstrate the following competencies:

• Enthusiastic about making clients successful
• Work Ethic – operate in a fast-paced environment with a focus on achieving results
• Engaging Presence – quickly establish rapport and build relationships with partners and communicate successfully with clients
• Teamwork – work cross-functionally to achieve team and individual goals
• Communication – communicate effectively with customers and internal cross-functional partners, creating promoters at every touch point
• Willingness to lead conversations internally and externally to drive toward outcomes

Qualifications

• Experience in Customer Success at a SaaS company being 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. Willingness to roll up your sleeves to get the job done
• Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferred
• Ability to travel up to 25%

Preferred qualifications:

• Working knowledge with reporting and analytics solution
• Experience in financial, accounting or ERP software
• Experience that included resolution and escalation management

Additional information

Non-technical skills Organised and self-motivated, willing to learn Knowledge of financial services, banking or accounting concepts is a plus Strong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of audiences Patience Readiness to contribute to discussions and steer the team to continuously improve, both technically (how the code is designed, or how the product is architected) and process-wise (how we interact as a team)

The salary range in United States of America for this position is 124,000.00 to 156,000.00 USD Annual. For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply. Your specific offer within this range will be determined by your skills, experience, and qualifications. We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

All your information will be kept confidential according to EEO guidelines.

Learn more about our high-energy, high-performance global team: Work With Us insightsoftware About Us: Hear From Our Team Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.