Senior Manager, Customer Success
Senior Manager, Customer Success
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1 Vacancy
Job Description
We are seeking a dynamic and experienced Senior Manager Customer Success to lead our customer success 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 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 up-sells by creating a bridge between Account Management Direct Sales Professional Services and Customer Success teams
Qualifications :
- Bachelors 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. Work With Us
#LI-Remote
insightsoftware About Us: Hear From Our Team - InsightSoftware ()
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. Work With Us
insightsoftware About Us: Hear From Our Team - InsightSoftware ()
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.
Remote Work :
Yes
Employment Type
Remote
Company Industry
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
