Senior Manager, Customer Success

Insightsoftware • Remote, OR

413d

About The Position

The Senior Manager, Customer Success at insightsoftware is responsible for leading the customer success team to enhance customer satisfaction and retention. This role involves developing and implementing effective strategies to ensure exceptional service delivery, mentoring team members, and fostering strong customer relationships. The ideal candidate will have a robust background in customer success, particularly in the SaaS industry, and will be proactive in problem-solving and driving customer outcomes.

Requirements

• 7+ years of experience in Customer Success with 4+ years in a management capacity.
• Bachelor's Degree in a related field or equivalent experience.
• Experience integrating acquired companies and teams into a success model.
• Experience segmenting customers and providing varying levels of outreach.
• 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 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%.

Responsibilities

• Drive Customer Success outcomes by leading the team to deliver outstanding experiences that enhance 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.
• Implement proactive NPS and at-risk programs to prevent customer attrition.
• Sponsor customer escalations by collaborating with customers and internal teams to resolve issues.
• Drive standardized outreach and reactive interventions to encourage feedback and continuous improvement.
• Champion customer needs by collaborating with organizational leaders to align business objectives with customer requests.
• Partner with peers to scale processes in onboarding, training, success management, support, and customer advocacy.
• Create opportunities for expansion and upsells by bridging Account Management, Direct Sales, Professional Services, and Customer Success teams.
• Develop and present metrics to measure the effectiveness of Customer Success in achieving company and team goals.
• Ensure adherence to governance policies and effective use of internal CRM systems to accurately reflect customer account statuses.
• Regularly extract and analyze data to generate renewal forecasts and implement corrective action plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree