Conduct regularly scheduled live group training sessions for customers, providing them best practices on the use of our platform and ensuring comfort in navigation of the Insightful platform
Become an expert in the Insightful platform, and through regularly set office hours, help customers configure the platform to meet their unique needs, and help them achieve greater value with the use of Insightful
Understand customers’ use cases, goals, unique pain points, and how Insightful’s product directly solves them; funnel this feedback to the other key stakeholders in the organization
Drive product adoption and customer expansion through proactive efforts
Work on churn prevention and own renewal and forecasting processes of customers
Be an Insightful product expert and ambassador
Ensure customers employ best practices and their solution is optimized for maximum value
Monitor and analyze customer’s usage of our product
Liaise between the customer and internal teams
Keep current clients satisfied and deliver exceptional client service on a day-to-day basis
Help customers through email, phone, online presentations, and screen-share meetings

3+ years of proven sales/business development/account management experience
Excellent verbal and written language skills for English
Equivalent C1 level
Excellent verbal, negotiation and presentation skills
Excellent organization, project management and time management skills
Strong analytical and problem solving mindset
Self-motivated and able to thrive in a results-driven environment
Bonus points: Experience with CSPs and customer engagement platforms (we run on Hubspot/Intercom/Vitally)
Previous experience in the SaaS/software industry

Customer Success Manager

Key skills