HG Insights is a leader in technology intelligence, providing data-driven insights that help businesses make strategic decisions about technology investments and market opportunities. We transform raw data into actionable intelligence that drives revenue growth and competitive advantage for our customers.
We’re seeking a systems-driven leader to scale our mid-market Customer Success function. This role is ideal for someone with a strong background in Revenue Operations or GTM consulting who knows how to operationalize the customer journey to drive adoption, retention, and expansion efficiently.You’ll lead a team of Customer Success Managers (CSMs) and collaborate cross-functionally with Sales, Product, Marketing, and Data teams to evolve our customer journey using insights, playbooks, and automation.
Key ResponsibilitiesTeam Leadership & Coaching
• Lead and grow a high-performing team of CSMs focused on mid-market accounts
• Provide 1:1 coaching, performance feedback, and growth planning
• Hire and onboard new team members to support scale
Customer Lifecycle Management
• Own end-to-end customer success: onboarding, adoption, retention, and expansion
• Build and operationalize scalable playbooks and engagement models
• Partner with Sales on expansion planning and renewal execution
Operational Excellence
• Implement success frameworks using automation and data intelligence
• Integrate CS strategy with RevOps to track health, forecast risk, and plan growth
• Drive consistent reporting on NRR, GRR, productivity, and engagement
Customer Advocacy
• Act as executive sponsor for high-value accounts
• Champion the voice of the customer across the company
• Build programs that drive references, case studies, and success stories
Required Qualifications
• 8+ years of experience in Customer Success, GTM strategy, or Revenue Operations
• 5+ years of people leadership experience with a proven ability to hire, manage, and scale high-performing teams
• Experience in Revenue Operations or GTM consulting is required
• Demonstrated success in driving customer retention and expansion in B2B SaaS
• Strong operational thinking — ability to design, implement, and iterate on systems and processes
• Familiarity with Customer Success and GTM tools (e.g., Gainsight, Vitally, Salesforce, ChurnZero, Marketo)
• Strong communication skills with executive presence and cross-functional influence
What Success Looks Like
• Team consistently meets or exceeds retention, health, and expansion KPIs
• Scalable processes and systems are in place to support CS team growth
• Customer advocacy increases via references, testimonials, and case studies
• Cross-functional alignment between CS, Sales, Product, and RevOps is strong
Why Join HG Insights
• Play a key role in shaping how we deliver customer value at scale
• Join a collaborative culture with executive visibility and impact
• Work at the forefront of data-driven GTM strategy and customer intelligence
• Competitive salary, equity, and benefits in a remote-first environment
Top Skills
What We Do
Technology companies are under continuous pressure to maintain aggressive year-over-year growth in an increasingly competitive global landscape. To hit these aggressive growth targets requires more than the best product, distribution, and people. It requires the best data.
For companies selling technology, there is no greater competitive advantage than having detailed, accurate, up-to-date intel on the global technology landscape, from which technologies are companies using, to how much they are spending on those technologies, to which technologies they’re actively researching, and which GSIs are influencing their purchase decisions.
Having this data enables you to make better decisions on which markets to prioritize, which products to build, where to allocate resources, who to partner with, how to design territories, and which accounts to prioritize, all the way down to what message to use.
Why Work With Us
We believe our people are crucial to our success. We work in an inclusive environment where different backgrounds and perspectives are valued and encouraged, regardless of any individual differences. We welcome new ideas and we believe our employees are the catalysts that spark innovation every day and we celebrate our successes along the way!
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