Senior Manager, Customer Success

🕒 3 days ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $124k - $156k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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insightsoftware

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

💸 Finance

🏢 Enterprise

💰 $798.6M Private Equity Round - insightsoftware on 2021-07

SaaS • Finance • Enterprise

insightsoftware is a provider of financial and operational reporting software and data analytics solutions for the Office of the CFO. Its cloud-enabled platform and pre-built connectors integrate with major ERPs (Oracle, SAP, Microsoft and 140+ others) to deliver financial reporting, budgeting/planning, consolidation, tax and lease lifecycle management, embedded analytics, and automation tools. The company serves finance, accounting, and operations teams with AI-enabled features, data virtualization, and turnkey templates to accelerate reporting, planning, and compliance.

📋 Description

• Lead the customer success team at insightsoftware • Develop and implement customer success strategies to drive satisfaction and retention • Lead the team in delivering experiences that drive retention, expansion, adoption, and referrals • Increase customer lifetime value through success plans, customer satisfaction, and customer health scores • Leverage reporting to develop data-driven insights and success plays based on customer behavior • Drive proactive NPS, at-risk, and customer attrition-prevention initiatives • Sponsor customer escalations and coordinate with customers and cross-company teams toward mutually beneficial resolutions • Standardize proactive outreach and reactive interventions across the customer journey • Identify opportunities for feedback loops and continuous improvement • Champion customer needs by collaborating with organizational leaders and incorporating them into business objectives • Partner with peers to scale onboarding, training, success management, support, and customer advocacy processes • Create expansion and upsell opportunities by bridging Account Management, Direct Sales, Professional Services, and Customer Success • Develop and present metrics measuring Customer Success effectiveness against company and team goals • Ensure adherence to governance policies and accurate use of internal CRM systems • Extract and analyze data to generate renewal forecasts, identify issues, and implement corrective action plans • Mentor, guide, and support customer success professionals

🎯 Requirements

• Experience in Customer Success at a SaaS company in a management capacity • Bachelor's Degree in a related field or equivalent experience • Experience integrating acquired companies and teams into a success model • Experience segmenting customers and providing different levels of outreach, from tech touch to personalized interaction • Experience in both on-premises and cloud-based success models • Strong executive presence with the ability to present data clearly and concisely • Hands-on approach to ensure tasks are completed effectively • Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferred • Ability to travel up to 25% • Working knowledge of reporting and analytics solutions is preferred • Experience in financial, accounting, or ERP software is preferred • Experience with resolution and escalation management is preferred • Organized and self-motivated, willing to learn • Strong written and verbal communication skills, with the ability to present technical information and negotiate trade-offs with varied audiences • Knowledge of financial services, banking, or accounting concepts is a plus • Background check required where permitted by country or state/province

🏖️ Benefits

• Additional bonus eligibility may apply • Remote work arrangement • Equal employment opportunity • Confidential handling of applicant information • Background check process