Customer Success Manager

insightsoftware

About The Position

The Customer Success Manager serves as the primary point of contact and strategic advisor for enterprise and mid-market customers, building executive-level relationships and supporting long-term partnership value. The role leads renewal discussions, Quarterly Business Reviews, and success reviews to align customer objectives with insightsoftware’s solutions. The position owns the end-to-end renewals process, including coordinating with Sales, Legal, and Finance on pricing, terms, and contracts; preparing renewal offers and quotes; managing renewal forecasts and CRM reporting; and analyzing retention and customer health. It also drives product adoption, onboarding, engagement, and value realization, while developing success stories, ROI showcases, and business cases. The Customer Success Manager identifies expansion opportunities and refers qualified upsell and cross-sell leads to Sales, contributes to net revenue retention, and collaborates on account growth strategies. The role also communicates customer feedback to internal teams, informs roadmap and success-strategy improvements, and builds customer champions and referenceability.

Requirements

At least 5 years of experience in Renewals, Account Management, or Customer Success.
At least 3 years managing enterprise- or mid-market-level customers.
Proven track record handling large, complex portfolios in a covered CSM model.
Strong background in B2B SaaS/software product or services environments.
Bachelor’s degree required.
Proficiency with Salesforce, Gainsight, and CRM or customer success platforms.
Strong negotiation skills and expertise reviewing and analyzing software contracts.
Strong analytical mindset and ability to interpret data and derive insights.
Excellent written and verbal communication, presentation, and executive engagement skills.
Customer-first mindset and proven ability to resolve conflicts and build trusted relationships.
Ability to thrive in fast-paced, global environments with minimal supervision.
Ability to collaborate cross-functionally with Sales, Legal, Finance, and Product teams.

Nice To Haves

MBA preferred.
CSM-related certifications, such as Gainsight, Success Coaching, or Pragmatic Institute, are an advantage.
Familiarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools.

Responsibilities

Serve as the primary point of contact and strategic advisor for enterprise and mid-market customers.
Build and nurture executive-level customer relationships to influence business outcomes and support long-term partnership value.
Lead structured renewal discussions, Quarterly Business Reviews, and Success Reviews.
Own the end-to-end renewals process, partnering with Sales, Legal, and Finance to negotiate pricing, terms, and contracts.
Deliver renewal offers and quotes accurately and on time.
Manage renewal forecasting, pipeline accuracy, and reporting using CRM platforms.
Conduct retention analysis, track customer health scores, and publish monthly scorecards to leadership.
Drive successful onboarding, engagement, product adoption, and usage maturity across customer accounts.
Develop customer success stories, ROI showcases, and business cases that demonstrate product value and strengthen advocacy.
Work with customer stakeholders to map KPIs, success metrics, and business outcomes.
Identify expansion opportunities and refer qualified upsell and cross-sell leads to Sales.
Collaborate with internal stakeholders on tailored account growth strategies and contribute to net revenue retention.
Share customer feedback and insights with Product, Support, and Leadership teams.
Influence roadmap discussions and improvements to success strategies based on customer trends and requirements.
Build customer champions and drive referenceability, case studies, and testimonials.