Customer Success Manager

Job DescriptionServe as a trusted advisor and advocate responsibly to proactively ensure value and product adoptionDevelop and maintain strong relationships with partners on various levels, from key decision makers to day-to-day users.Communicate effectively with cross-functional teams to enable effective delivery of products and servicesCollect feedback and work with internal teams (product, sales, engineering) to deliver product improvementsCollaborate to identify and recommend solutions for complex business needsForecast, track, and report key account metrics and clearly communicate progress to internal stakeholdersAdvocate on behalf of the partners with internal functional teams as neededCraft effective strategies to drive revenue growth and retention, negotiate and secure renewal agreements, and identify opportunities for upselling and cross-selling our software solutionsOrganize and execute communication strategies, including emails, one on one meetings, monthly update calls, and quarterly business reviews focusing on overall customer health and adoption statistics, product reviews, and contractual status checksManage escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftwares solutionsMonitor customer health scores and identify risk of churn. Implement strategies and action plans to reduce churnDrive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutionsLead one or more special projects to enhance Customer Success goals and processesParticipate in cross-functional reviews of product linesOther duties as assignedAchievements/ GoalsWork Ethic operate in a fast-paced environment with a focus on achieving resultsEngaging Presence quickly establish rapport and build relationships with partners and communicate successfully with themTeamwork work cross-functionally to achieve team and individual goalsCommunication communicate effectively with customers and internal cross-functional partners, creating promoters at every touch pointCuriosity propensity for new challenges and learning about our customers, our products, our processes, and industry best practices.Customer Focus a passion for customer engagement and a customer service mentalityQualificationsBachelors Degree, preferably in business or related fieldAt least 1 year in a customer-facing or Customer Success role within a software or software-as-a-service organization.Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including the Executive and C-Suite levelsExperience working with Fortune 500 companies as end customersHigh level of agility and ability to manage changeAbility to work proactively and constructively in a fast-paced, collaborative, matrixed team environmentAbility to travel up to 20%Preferred qualifications:1-3+ years customer-facing or Customer Success role within a software or software-as-a-service organization.Experience with equity compensation productsWorking knowledge with reporting and analytics solutionExperience that included resolution and escalation managementAdditional Information#LI-Remote 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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