What are the responsibilities and job description for the Senior Manager Customer Success position at insightsoftware?
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 excellent leadership skills and a passion for building lasting customer relationships. If you are a proactive problemsolver with a track record of success in the SaaS industry we want to hear from you!
- 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 datadriven 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 insightsoftwares defining business objectives
- Partner with peers to scale processes in on boarding training success management support and customer advocacy
- Increase opportunities for expansion and upsells 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.
What will you do
To perform the job successfully an individual should demonstrate the following competencies :
Qualifications :
Preferred qualifications :
Additional Information :
Nontechnical skills
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Remote Work : Employment Type :
Fulltime
Key Skills
Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting
Vacancy : 1
