Strategic Enterprise CSM

Insightful; New York (NY); Hybrid; USD 95,000 - 140,000; Full time

Job summary

Insightful in New York is seeking a Senior Customer Success leader to own a concentrated portfolio of enterprise accounts, building deep relationships from end users to the C-suite and delivering tailored success plans. You will collaborate with Product, Sales, and Support, translate the roadmap into client value, and drive renewal, expansion, and reference-ability across the portfolio.

The role emphasizes proactive risk management, cross-functional collaboration, and executive-level reviews to

Qualifications

• Minimum 6 years in enterprise consulting, strategic account management, or customer success in B2B SaaS.
• Proven ability to engage VP/C-level stakeholders and drive strategic wins.
• Experience building multi-threaded relationships across executive, operational, and end-user levels.
• Strong commercial sense to read growth and risk signals and coordinate with AM teams.
• Excellent written and verbal communication tailored to executives.

Responsibilities

• Own a portfolio of high-value accounts, focusing on retention, health, and long-term growth.
• Build multi-threaded relationships across strategic accounts to diversify contacts.
• Lead executive business reviews with C-suite credibility.
• Understand customer business priorities and map to Insightful's value.
• Identify value-add opportunities from usage data and product roadmap.
• Develop bespoke, account-specific success plans.
• Monitor risk signals and drive timely resolutions.
• Collaborate with Account Management on commercial planning; seamless handoff.
• Translate product roadmap into customer-focused value narratives.
• Represent strategic customer segment internally with insights.
• Develop customer advocacy with reference accounts and case studies.
• Maintain account hygiene in Vitally and HubSpot.
• Contribute to CS framework development.
• Carry out other tasks as requested.

Skills

Strategic accounts

Executive relationships

B2B SaaS

Cross-functional

Tools

Vitally

HubSpot

Job description

Insightful in New York is seeking a Senior Customer Success leader to own a concentrated portfolio of enterprise accounts, building deep relationships from end users to the C-suite and delivering tailored success plans. You will collaborate with Product, Sales, and Support, translate the roadmap into client value, and drive renewal, expansion, and reference-ability across the portfolio.

The role emphasizes proactive risk management, cross-functional collaboration, and executive-level reviews to