Senior Manager of Customer Success, insightsoftware
More information about location
Connected solutions for the office of the CFO
Job no longer available
Connected solutions for the office of the CFO
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To empower organizations with the financial confidence to achieve greatness.
Role
Who you are
- 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!
- 7+ years of experience in Customer Success with 4+ years 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%
What the job involves
- 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
- 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
- Improve the CSM relationship model with customers driving higher retention and happier customers
- Create revenue and retention growth through solution selling to existing customers
- Enable effective forecasting of open opportunities
- Track Customer Success metrics and actively pursue improvements for managing customer relationships
Our take
With a goal to support efficiency in the office of the CFO, insightsoftware delivers solutions for finance, accounting, and operations. Its extensive offerings help users turn information into insights so that they can more strategically drive the success of their organizations.
The company boasts a global footprint and a host of positive case studies from clients across industries - a clear indicator that it is doing something right. The trend towards data-led operations has no doubt helped the company grow, as more and more leaders look to streamline their operations and unlock those crucial, competitive insights.
Lately, insightsoftware has been enhancing its offerings through a list of acquisitions, integrating capabilities such as business intelligence, improved analytics and new automations. Most recently, it acquired LeaseAccelerator which enhances its lease accounting and administration solutions as well as bolstering its US presence.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 7 rounds)
Jul 2021
$1bn
GROWTH EQUITY VC
Nov 2017
$12m
SERIES D
Total funding: $1.1bn
Company HQ
North Raleigh, Raleigh, NC
Leadership
Michael Sullivan
(CEO, not founder)Former CEO of Acquia. Was also the SVP and General Manager of SaaS and Information Management at Micro Focus as well as the CEO of Autonomy Protect at HP Autonomy.
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