Customer Success Manager

🔥 1 minute ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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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

• Act as the primary point of contact and strategic advisor for enterprise and mid-market customers • Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value • Lead structured renewal discussions, QBRs, and Success Reviews • Own the end-to-end renewals process, including negotiating pricing, terms, and contracts with Sales, Legal, and Finance • Deliver renewal offers and quotes accurately and on time • Manage renewal forecasting, pipeline accuracy, and reporting using Salesforce and Gainsight • Conduct retention analysis, track customer health scores, and publish monthly scorecards to leadership • Drive product adoption through successful onboarding, engagement, and usage maturity • Develop customer success stories, ROI showcases, and business cases • Map KPIs, success metrics, and business outcomes with customer stakeholders • Identify expansion opportunities and refer qualified upsell/cross-sell leads to Sales • Build tailored account growth strategies with internal stakeholders • Contribute to net revenue retention through renewals and incremental account growth • Share customer feedback and insights with Product, Support, and Leadership teams • Influence roadmap discussions and success strategy improvements • Build customer champions and drive referenceability, case studies, and testimonials

🎯 Requirements

• 5+ years in Renewals, Account Management, or Customer Success • At least 3 years managing enterprise or mid-market level customers • Proven track record of handling large, complex portfolios in a covered CSM model • Strong background in B2B SaaS/software product or services environments • Bachelor’s degree required • MBA preferred • CSM-related certifications are an advantage, including Gainsight, Success Coaching, or Pragmatic Institute • Proficiency in Salesforce, Gainsight, and CRM/Success platforms • Familiarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools • Strong negotiation skills and expertise in reviewing/analyzing software contracts • Strong analytical mindset with ability to interpret data and drive insights • Excellent written and verbal communication, presentation, and executive engagement skills • Customer-first mindset with ability to resolve conflicts and build trusted relationships • Ability to thrive in fast-paced, global environments with minimal supervision • Ability to collaborate cross-functionally with Sales, Legal, Finance, and Product teams

🏖️ Benefits

• Confidential handling of employee information according to EEO guidelines • Equal employment opportunity workplace • Background checks required for employment where permitted by country, state/province

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