Company Description

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. 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, 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!

Drive Customer Success outcomesLead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referralsIncrease customer lifetime value through success plans, customer satisfaction, and overall health scoresLeverage reporting to develop data-driven insights and success plays based on customer behaviorDrive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attritionSponsor 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 objectivesPartner with peers to scale processes in on boarding, training, success management, support, and customer advocacyIncrease opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teamsDevelop 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:

Enthusiastic about making clients successfulWork Ethic – operate in a fast-paced environment with a focus on achieving resultsEngaging Presence – quickly establish rapport and build relationships with partners and communicate successfully with clientsTeamwork – work cross-functionally to achieve team and individual goalsCommunication – communicate effectively with customers and internal cross-functional partners, creating promoters at every touch pointWillingness to lead conversations internally and externally to drive toward outcomes

QualificationsExperience in Customer Success at a SaaS company being in a management capacityBachelor's Degree in related field or equivalent experienceExperience integrating acquired companies and teams into success modelExperience segmenting customers, providing different levels of outreach, from tech touch to personalized interactionExperience in both on-prem and cloud-based success modelsStrong executive presence with the ability to present data clearly and conciselyDemonstrates a hands-on approach to ensure tasks are completed effectively.Willingness to roll up your sleeves to get the job doneExperience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferredAbility to travel up to 25%

Preferred qualifications:

Working knowledge with reporting and analytics solutionExperience in financial, accounting or ERP softwareExperience that included resolution and escalation managementGerman, Spanish, French, Finnish Swedish language skills

Additional Information

Non-technical skills

Organised and self-motivated, willing to learnKnowledge of financial services, banking or accounting concepts is a plusStrong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of audiencesPatienceReadiness 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)

** 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. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

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.