Senior Manager, 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 are seeking a highly experienced and strategic Senior Manager of Customer Success to join our growing team. The ideal candidate will play a crucial role in ensuring the overall success of our clients’ journey by overseeing executive relationships, understanding their needs, driving the adoption of our software product, and increasing customer satisfaction that ultimately protects and/or increases customer retention. You will lead a talented team of Customer Success Managers and collaborate with cross-functional departments to drive customer-centric initiatives.

Key Responsibilities:

• Lead the customer success team while driving scalability for sustained growth across people, processes, and tools optimized in a customer-first manner. 

• Manage, mentor, and grow the customer success team, ensuring they have the resources and training needed to excel. 

• Build and maintain strong, long-lasting executive level relationships with customers and act as the main point of contact for escalated client issues and resolutions.

• Act as a customer advocate within the organization, ensuring that customer needs and insights are prioritized in strategic decisions. 

• Drive governance of customer success processes, playbooks and tools to ensure efficient and consistent approaches are utilized resulting in accurate data. 

• Drive strategies to improve product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics. 

• Collaborate with sales and marketing to create and optimize the uplift, upsell, and cross-sell strategies the CS team uses to increase ROI. 

• Collaborate with the product team to ensure customer feedback is integrated into product updates and improvements, aligning the product roadmap with customer needs. 

• Analyze customer usage data and engagement metrics to identify trends, potential risks, and opportunities for proactive customer support. 

• Provide regular updates to senior leadership on customer success performance, including key metrics like churn, gross retention, customer satisfaction and Net Promoter Scores (NPS). 

• Maintain awareness of the competitive landscape, opportunities for expansion, and new industry developments and standards. 

Qualifications

• Bachelor’s Degree, preferably in accounting or finance 

• 6+ years’ experience in an account management or customer success management role for a B2B SaaS company 

• 4+ years leading an account management or customer success team with a $40M portfolio of ARR 

• Experience using Salesforce and Totango, or other CRM/Customer Success platforms 

• Knowledge of Tax Accounting solutions or Disclosure Management processes is preferred 

• Exceptional interpersonal skills for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite and clients 

• Demonstrated history for developing and maintaining strong customer relationships as well as able to handle difficult situations with professionalism 

• Highly organized and efficient, with a proven ability to think both strategically and tactically

• Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts to take ideas from concept through implementation

• Strong negotiation skills to work through complex issues that lead to a win/win result for company and customer

Additional Information

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

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. 

** At this time insightsoftware is not able to offer employment sponsorship ** 

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** 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. **

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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.