Senior Manager, Customer Success

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data. The Senior Manager, Customer Success will lead the customer success team, focusing on driving customer satisfaction and retention through effective strategies and mentorship.

Responsibilities:

• 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

Requirements:

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