Senior Manager, Customer Success

Senior Manager, Customer Success

Insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity.

Job Description

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, forecasting, retention goal attainment, 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!

• Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals as well as meet corporate targets
• Increase customer lifetime value through success plans, customer satisfaction, and overall health scores
• Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.
• Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals.
• Leverage reporting to develop data-driven insights and success plays based on customer behavior
• 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.
• 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

Qualifications

Non-technical skills