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Senior Manager, Customer Success Job Opening In Remote – Now Hiring insightsoftware


Job description

Senior Manager, Customer Success

Company Description

insightsoftware is a global provider of comprehensive solutions for the Office of the CFO.

We believe an actionable business strategy begins and ends with accessible financial data.

With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions.

With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity.

Learn more at insightsoftware.com

Job Description

We are seeking a dynamic and experienced Senior Manager, Customer Success to lead our customer success team at insightsoftware.

In this role, you will be responsible for driving customer satisfaction and retention by developing and implementing effective customer success strategies.

You will manage a team of customer success professionals, providing mentorship, guidance, and support to ensure they deliver exceptional service.

The ideal candidate will have a strong background in customer success, forecasting, retention goal attainment, excellent leadership skills, and a passion for building lasting customer relationships.

If you are a proactive problem-solver with a track record of success in the SaaS industry, we want to hear from you! 

  • Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals as well as meet corporate targets
  • Increase customer lifetime value through success plans, customer satisfaction, and overall health scores 
  • Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.

  • Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals.

  • Leverage reporting to develop data-driven insights and success plays based on customer behavior 
  • 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.

  • 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 
  • Qualifications

  • Bachelor’s Degree in related field or equivalent experience 
  • 7+ years of experience in Customer Success, preferably in software/SaaS environments, with 4+ years in a management capacity 
  • Ownership of $30M+ in ARR with 1K+ global customer accounts
  • Management of 5+ team members
  • Deep understanding of renewal forecasting and retention metrics (GRR) with demonstrated examples of forecast accuracy and achieving GRR targets
  • 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% 
  • Non-technical skills

  • Organised and self-motivated, willing to learn
  • Knowledge of financial services, banking or accounting concepts is a plus
  • Strong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of audiences
  • Patience
  • Readiness to contribute to discussions and steer the team to continuously improve, both technically (how the code is designed, or how the product is architected) and process-wise (how we interact as a team)
  • Additional Information

    ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located.

    **

    Learn more about our high-energy, high-performance global team.

    #LI-Remote

    Background checks are required for employment with insightsoftware, where permitted by country, state/province.

    At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.

    We are proud to be an equal opportunity workplace.

    ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located.

    **

    Learn more about our high-energy, high-performance global team.

    Background checks are required for employment with insightsoftware, where permitted by country, state/province.


    At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.

    We are proud to be an equal opportunity workplace.

    Required Skill Profession

    Advertising, Marketing, Promotions, Public Relations, And Sales Managers


    • Job Details

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at insightsoftware adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying United States laws and regulations

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    The average salary range for a varies, but the pay scale is rated "Standard" in Remote. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

    What Are the Key Qualifications for Senior Manager, Customer Success?

    Key qualifications for Senior Manager, Customer Success typically include Advertising, Marketing, Promotions, Public Relations, And Sales Managers and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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    Interview Tips for Senior Manager, Customer Success Job Success

    insightsoftware interview tips for Senior Manager, Customer Success

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    Final Thought:

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