Senior Manager, Customer Success

🕒 May 14

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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

• Drive Customer Success outcomes • Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals • Increase customer lifetime value through success plans, customer satisfaction, and overall health scores • Leverage reporting to develop data-driven insights and success plays based on customer behavior • Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition • Sponsor customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way. • Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement. • Be a customer champion through collaboration with other organizational leaders to incorporate customer needs and requests into insightsoftware's defining business objectives • Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacy • Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams • Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals. • Ensure team adherence to governance policies and effective use of internal CRM systems to accurately reflect the status of customer accounts, thereby influencing downstream reporting requirements. • Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.

🎯 Requirements

• Experience in Customer Success at a SaaS company being in a management capacity • Bachelor's Degree in related field or equivalent experience • Experience integrating acquired companies and teams into success model • Experience segmenting customers, providing different levels of outreach, from tech touch to personalized interaction • Experience in both on-prem and cloud-based success models • Strong executive presence with the ability to present data clearly and concisely • Demonstrates a hands-on approach to ensure tasks are completed effectively. • Willingness to roll up your sleeves to get the job done • 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%

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities