Director, Customer Success

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Nsight

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1910

📡 Telecommunications

💰 Undisclosed on 2019-02

Telecommunications

Nsight is a Wisconsin- and Upper Michigan-focused telecommunications holding company and service provider that owns brands including Cellcom, Nsight Telservices, and Nsight Tower. The company emphasizes customer-focused operations, employee development, community involvement and investor relations, offering telecom services, network infrastructure and related support across its operating sites.

📋 Description

• Directly manage, coach, and develop a team of Senior CSMs and CSMs — serving as their primary manager for all operational matters, escalations, and performance accountability. • Conduct regular 1:1s focused on account health, pipeline visibility, and professional development; deliver end-of-year performance reviews and goal-setting. • Own low-level and mid-level escalations; step in directly on at-risk accounts and model best-in-class de-escalation and relationship recovery. • Lead PIP, hiring, and offboarding decisions at the CSM level without requiring executive approval for operational decisions. • Identify individual skill gaps and design targeted coaching plans; build and refine playbooks that elevate team capability and execution consistency. • Leverage AI tools (Claude, ChatGPT, CRM automation) to build smarter coaching workflows, flag at-risk accounts earlier, and automate manual overhead. • Own team-level retention and expansion outcomes across the entire CSM portfolio — accountable for the number, not just the activity. • Refine and enforce playbooks for upsell, cross-sell, renewals, and de-escalation to ensure consistent execution across the CSM team. • Maintain active visibility into high-value and strategically critical accounts; build trusted relationships with clinical, operational, and executive stakeholders. • Partner with Sales and Implementation leadership to ensure smooth handoffs and a seamless customer journey from onboarding through long-term retention. • Use AI-powered health score modeling and CRM data signals to detect churn risk before it materializes. • Partner with the CSL Manager on program-level strategy: enrollment forecasting, site-level capacity planning, and CSL deployment decisions. • Collaborate with Sales and Implementation to sequence new site deployments, ensure proper CSL staffing, and set each new site up for successful enrollment ramp. • Define program performance benchmarks and hold the CSL Manager accountable to monthly and quarterly targets; identify structural gaps and build corrective plans. • Monitor and report on team-level KPIs: CSM retention rates, renewal conversion, health scores, enrollment pacing, and escalation metrics. • Design and implement scalable processes, templates, and workflows that improve team efficiency and customer experience consistency. • Build and own AI-augmented reporting workflows that surface portfolio risk to leadership without requiring manual data assembly. • Partner closely with the VP of Customer Success on CS strategy, capacity modeling, compensation frameworks, and team development roadmaps. • Represent the CS team perspective in cross-functional discussions; translate team performance into clear, data-backed narratives for leadership. • Surface people, process, and tooling gaps proactively to the VP before they become material risks.

🎯 Requirements

• 7+ years of progressive experience in Customer Success or client services, with at least 3 years in a direct people management role. • Demonstrated track record of owning team-level retention and expansion outcomes in B2B, healthcare, or managed services. • Proven ability to coach and develop CS professionals across multiple levels — from early-career to senior individual contributors. • Experience building or refining scalable playbooks, operating rhythms, and CS infrastructure in a high-growth environment. • Strong proficiency with CRM and CS tooling (HubSpot, Salesforce, Gainsight, or equivalent) — you manage by data, not gut feel. • Hands-on experience with AI tools in a professional CS context — not exploration, but active daily use with measurable output. • Excellent communication, facilitation, and executive presentation skills. • Experience working cross-functionally with Sales, Implementation, Clinical, or Finance in a matrixed organization. • Bachelor's or Master's degree in Business, Management, or Healthcare Administration preferred.

🏖️ Benefits

• Competitive base pay: $125,000 – $155,000 annually. • Additional Compensation: Performance-Based Bonus: Eligible for an annual bonus based on company and individual performance. • Benefits Include: PTO Medical, Dental, Vision, and supplemental insurance options 401(k) Plan with 3.5% Company Match Company-provided equipment