Director, Customer Success

Company Description

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. Learn more at insightsoftware.com.

Job Description

We're looking for a strategic revenue and renewals-oriented Director of Customer Success to help lead a talented team of CS Leaders and CSM's. A highly collaborative and cross-functional leadership role, you'll have the opportunity to partner with GM's and Product Owners to drive the overall retention strategy needed to meet or exceed retention goals. 

This role will primarily be responsible for the following metrics:

• Gross Retention
• Renewal Retention
• Revenue-retention operations

• You will mentor and manage a team of Managers and CSM's, and lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals.
• Your team will manage a diverse set of renewal motions - Spanning named accounts covered by CSMs, low touch and uncovered accounts, partners, and self-service customers.
• You will conduct detailed analysis of the customer base to identify leading indicators for churn and expansion.
• You will define and execute uplift strategies to optimize available price increases while minimizing customer churn.
• You will organize and lead a retention forecasting process– Ensuring the execution of timely renewals including risk management with best case and worst-case forecasting scenarios.

• Experience leading Customer Success teams that are directly responsible for gross revenue retention targets (GRR) and renewals.
• Prior experience working for a B2B software company with Annual Revenues between $500M and $1B+ and thousands of customers. 
• Direct experience leading a CS team(s) responsible for accounts across the spectrum of spend and size (not solely enterprise customers). You should have demonstrable experience leading teams responsible for named accounts covered by CSMs, , responsible for low touch, uncovered accounts and self-service customers (digital).
• You have succeeded and thrived in a fast-paced environment with a focus on achieving results.
• You possess an engaging executive presence – You can quickly establish rapport and build relationships with partners and communicate successfully with clients.
• That you are highly collaborative– You work exceedingly well cross-functionally to achieve team and individual goals.

Qualifications

Minimum qualifications

• 7+ years of management experience in customer success – including direct experience as a 2nd level manager for at least 1 year.
• Experience with retention forecasting and management of a monthly process with a track record for accuracy and overachievement.
• Experience segmenting customers, providing different levels of outreach, from tech touch to personalized interaction.
• Strong communication and presentation skills, both verbal and written.
• Bachelor's Degree in related field or equivalent experience.
• Ability to travel up to 20%

Additional Information

All your information will be kept confidential according to EEO guidelines.

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.