Partner with customers and internal stakeholders to drive renewals for software maintenance agreements and subscriptions, ensuring alignment with business objectives.
Act as a point of contact (POC) for work allocation, report and trend analysis, customer escalations, and success story development.
Build and showcase customer success stories to highlight retention wins and business impact.
Conduct case reviews, audits, churn analysis, and track monthly scorecards for CSAs to monitor performance and identify improvement areas.
Take ownership of high-risk churn cases, engaging customers directly to understand challenges, mitigate risks, and drive retention.
Perform churn analysis to identify root causes and present actionable insights to leadership.
Negotiate contract terms and pricing effectively, securing mutually beneficial outcomes with guidance from internal stakeholders.
Partner with internal stakeholders (Support, Sales, Product, Finance) on escalations to resolve customer pain points.
Ensure CRM (Salesforce/Gainsight) data is accurate and up to date, including account information and renewal status.
Track and update customer health metrics, proactively managing customer relationships to reduce churn.
Identify and refer expansion opportunities to Sales, supporting growth initiatives.
Gather and share customer feedback with internal teams to drive continuous improvement in processes and solutions.
Share customer feedback with leadership and internal teams to drive product and process enhancements.
Build a deep understanding of insightsoftware products to clearly communicate value to customers.
Minimum qualifications:
7 - 12 years’ experience in Renewals / Account Management & minimum 5 years of experience in Customer success Management within the SaaS industry.
Proficiency in CRM systems, preferably Salesforce and Gainsight.
Strong understanding of contract terms, with prior experience reviewing software agreements.
Ability to thrive in a fast-paced, dynamic environment with minimal supervision.
Strong cross-functional collaboration skills, working effectively with Sales, Support, and other teams.
Excellent organizational skills and the ability to manage multiple priorities.
Familiarity with CPQ, SalesLoft, NetSuite, and related tools is a plus.
Willingness to work in Eastern shift hours (5:30 PM – 2:30 AM IST).
Exceptional interpersonal, written, and verbal communication skills.
Graduation from a reputed college/university.
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
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.
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What We Do
Reach a higher level of financial intelligence with finance-owned solutions that enable fast, accurate reporting, forecasting, planning, and close directly from your core financial systems. insightsoftware enables the office of the CFO to connect to and make sense of enterprise data that is currently spread across a range of point solutions, adding context and building confidence and trust in that data so they can achieve a greater level of financial intelligence across their organization, which is how best-in-class finance teams operate.
