Senior Manager, Customer Success

insightsoftware•Raleigh, NC

37d

About The Position

We are seeking a dynamic and experienced Senior Manager, Customer Success to lead our customer success team at insightsoftware. In this role, you will be responsible for driving customer satisfaction and retention by developing and implementing effective customer success strategies. You will manage a team of customer success professionals, providing mentorship, guidance, and support to ensure they deliver exceptional service. The ideal candidate will have a strong background in customer success, excellent leadership skills, and a passion for building lasting customer relationships. If you are a proactive problem-solver with a track record of success in the SaaS industry, we want to hear from you!

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
Organised and self-motivated, willing to learn
Strong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of audiences
Patience
Readiness to contribute to discussions and steer the team to continuously improve, both technically (how the code is designed, or how the product is architected) and process-wise (how we interact as a team)

Nice To Haves

Working knowledge with reporting and analytics solution
Experience in financial, accounting or ERP software
Experience that included resolution and escalation management
Knowledge of financial services, banking or accounting concepts is a plus

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.