insightsoftware
Financial Reporting • Budgeting • Planning • Business Analytics • Real-Time Reporting
Senior Manager, Customer Success
November 21
insightsoftware
Financial Reporting • Budgeting • Planning • Business Analytics • Real-Time Reporting
Description
• 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 • German, Spanish, French, Finnish Swedish language skills
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