Senior Manager, Customer Success

📋 Description

• Propel Customer Success outcomes

• Guide your team to provide exceptional experiences that foster strong customer retention, growth, adoption, and referrals

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

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

• Initiate a proactive NPS, at-risk program, and other initiatives to mitigate customer attrition

• Advocate for customer escalations by collaborating with customers and teams across the organization to resolve issues in a mutually beneficial manner

• Implement a standardized, proactive outreach and reactive interventions throughout the customer journey by identifying opportunities to encourage feedback loops and continuous enhancements

• Act as a customer advocate by partnering with other organizational leaders to integrate customer needs and requests into insightsoftware's core business objectives

• Collaborate with peers to optimize processes in onboarding, training, success management, support, and customer advocacy

• Create opportunities for expansion and upselling by bridging the gap between Account Management, Direct Sales, Professional Services, and Customer Success teams

• Design and present metrics to evaluate the effectiveness of Customer Success in achieving company and team objectives

• Ensure the team complies with governance policies and effectively utilizes internal CRM systems to accurately represent the status of customer accounts, thereby influencing downstream reporting needs

• Consistently extract and analyze data to produce renewal forecasts, pinpoint issues, and proactively implement corrective action plans

⛳️ Requirements

• Proven experience in Customer Success within a SaaS environment, holding a management position

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

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

• Familiarity with customer segmentation, providing varying levels of outreach from tech touch to personalized interaction

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

• Strong executive presence with the capability to present data in a clear and concise manner

• Demonstrates a proactive approach to ensure tasks are completed effectively

• Willingness to engage hands-on to accomplish objectives

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

• Ability to travel up to 25%

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities