Strategic CSM for Mid-Market Growth & Renewals

insightsoftware, LLC; North Carolina; Hybrid; USD 65,000 - 99,000; Full time

Job summary

insightsoftware is seeking a Customer Success Manager to nurture mid-market relationships from onboarding through renewals and expansion. You will act as a strategic advisor, drive adoption, and collaborate with Sales, Legal, Finance, Product, and Services to ensure a seamless customer experience.

The ideal candidate has 3–5 years in customer success or account management, a Bachelor’s in Business, and hands-on experience with Salesforce and Gainsight.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, or a similar customer-facing role.
• Proven experience owning renewals and managing complex customer portfolios.
• Strong experience with Salesforce and customer success platforms (e.g. Gainsight or similar).
• Demonstrated ability to communicate and influence effectively at all levels, including executive stakeholders.

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned mid-market customers.
• Build and nurture senior stakeholder relationships to influence business outcomes and long-term partnership value.
• Drive product adoption, engagement, and value realization across the customer lifecycle.
• Lead Quarterly Business Reviews (QBRs) and Success Reviews aligned to customer KPIs and strategic objectives.
• Own the renewals process end-to-end, including pricing discussions, contract negotiations, and timely delivery of renewal quotes.
• Partner closely with Sales, Legal, Finance, Product, and Support teams to ensure a seamless customer experience.
• Identify expansion opportunities through usage insights and refer qualified upsell and cross-sell opportunities to Sales.
• Forecast and track key account metrics including renewal pipeline, retention, NRR, and customer health scores.

Skills

Customer success

Account management

Renewals

Executive communication

Cross-functional collaboration

Education

Bachelor’s degree in Business or related field

Tools

Salesforce

Gainsight

Job description

insightsoftware is seeking a Customer Success Manager to nurture mid-market relationships from onboarding through renewals and expansion. You will act as a strategic advisor, drive adoption, and collaborate with Sales, Legal, Finance, Product, and Services to ensure a seamless customer experience.

The ideal candidate has 3–5 years in customer success or account management, a Bachelor’s in Business, and hands-on experience with Salesforce and Gainsight.