Customer Success Manager

Insightsoftware is a global provider of reporting, analytics, and performance management solutions that empower leaders from over 32,000 organizations. The Customer Success Manager (CSM) will develop strong relationships with enterprise customers, ensuring they realize value from the solutions and driving renewals, retention, and account growth.

Responsibilities:

• Serve as the primary point of contact and trusted advisor for assigned enterprise 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
• Manage customer escalations and high-severity issues with a focus on solving business problems and protecting long-term value
• Act as the voice of the customer internally by sharing feedback and insights to influence product roadmap and success strategies
• Develop customer success stories, ROI narratives, references, and advocacy opportunities
• Lead or contribute to special projects that enhance Customer Success processes, reporting, or strategy

Requirements:

• Bachelor's degree in Business or a related field
• 3–5 years of experience in Customer Success, Account Management, or a similar customer-facing role
• At least 2 years managing enterprise customers in a B2B SaaS or software environment
• 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
• Experience with financial systems, analytics, or Office of the CFO solutions
• Background in SaaS or enterprise software environments
• Experience contributing to net revenue retention (NRR) through renewals and expansion
• Additional language skills are a plus