Senior Manager, Customer Success

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee the customer success team at insightsoftware

• Design and implement customer success strategies to enhance satisfaction and retention

• Guide the team in providing experiences that promote retention, expansion, adoption, and referrals

• Enhance customer lifetime value through success plans, satisfaction metrics, and health scores

• Utilize reporting to create data-driven insights and success strategies based on customer behavior

• Initiate proactive NPS, at-risk, and customer retention initiatives

• Advocate for customer escalations and collaborate with clients and cross-company teams for mutually beneficial outcomes

• Standardize proactive outreach and reactive responses throughout the customer journey

• Discover opportunities for feedback loops and continuous improvement

• Advocate for customer needs by partnering with organizational leaders and aligning them with business objectives

• Collaborate with colleagues to enhance onboarding, training, success management, support, and customer advocacy processes

• Generate expansion and upsell opportunities by connecting Account Management, Direct Sales, Professional Services, and Customer Success

• Develop and present metrics that measure the effectiveness of Customer Success against company and team objectives

• Ensure compliance with governance policies and accurate use of internal CRM systems

• Extract and analyze data to create renewal forecasts, identify challenges, and implement corrective action plans

• Mentor, guide, and support customer success professionals

⛳️ Requirements

• Proven experience in Customer Success within a SaaS company in a managerial role

• Bachelor's Degree in a relevant field or equivalent experience

• Experience in integrating acquired companies and teams into a success framework

• Familiarity with segmenting customers and providing varying levels of outreach, from tech touch to personalized interactions

• Experience in both on-premises and cloud-based success models

• Strong executive presence with the capability to present data clearly and succinctly

• Hands-on approach to ensure effective completion of tasks

• Preferred experience in the technical or commercial management of software support services, software development, or customer care related to IT/Application services

• Willingness to travel up to 25%

• Working knowledge of reporting and analytics solutions is preferred

• Preferred experience in financial, accounting, or ERP software

• Familiarity with resolution and escalation management is preferred

• Organized, self-motivated, and eager to learn

• Strong written and verbal communication skills, with the ability to present technical information and negotiate trade-offs with diverse audiences

• Knowledge of financial services, banking, or accounting concepts is advantageous

• Background check required where allowed by country or state/province

🏝️ Benefits

• Eligibility for additional bonuses may apply

• Option for remote work

• Commitment to equal employment opportunity

• Confidential handling of applicant information

• Background check process