Customer Sucess Manager

The Customer Success Manager (CSM) is responsible for managing a book of business to drive customer adoption, time to value and high customer satisfaction while also meeting targets for renewals and gross revenue retention. The CSM will work with internal teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value and a high-quality experience.  The position will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.   Additionally, the CSM will build loyalty by establishing rapport with the customer, advocate for their needs, build paths to incremental success, improve adoption and usage, and oversee the resolution of customer concerns.  

• Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear as well as advocate on behalf of their needs, concerns, and issues 

• Drive a seamless customer experience by working cross-functionally with our product, service, and support teams to ensure customers can adopt and gain value from our solutions 

• Craft effective strategies for customer retention, negotiate and secure renewal agreements, and facilitate account expansion through tight collaboration with sales to support upsell and cross-sell opportunities 

• Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders 

• Implement short- and long-term success plans as well as measure the results of executed strategies to determine their efficacy 

• Organize and execute a communication strategy for portfolio, including emails, one on one meetings, monthly update calls and quarterly business reviews focusing on overall customer health and adoption statistics, product reviews, and contractual status checks 

• Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions 

• Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue 

• Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience  

• Lead one or more special projects to enhance Customer Success goals and processes 

• Participate in cross-functional reviews of product lines 

• Bachelor’s Degree, preferably in accounting or finance 

• 5+ years’ experience in an account management or customer success management role for a B2B SaaS company 

• Experience with equipment and real estate leasing and knowledge of leasing processes is preferred 

• Experience using Salesforce and Totago, or other CRM/Customer Success platforms 

• Proactive, self-motivated, highly collaborative, creative, growth-oriented, and team-centric 

• Exceptional interpersonal skills for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite and clients 

• Demonstrated history for developing and maintaining strong customer relationships as well as able to handle difficult situations with professionalism 

• Demonstrated passion for customer satisfaction and a commitment to diversity of thought 

• Demonstrated communication and presentation skills and comfortable when interacting in both one-on-one and group settings  

• Demonstrated influencing skills and ability to build good working relationships  

• Highly organized and efficient, with a proven ability to think both strategically and tactically  

• Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks  

• Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts to take ideas from concept through implementation  

• Strong negotiation skills to work through complex issues that lead to a win/win result for company and customer  

All your information will be kept confidential according to EEO guidelines.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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** 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. **

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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.