Job Description

We are looking for Customer Success Manager (CSM) to develop strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with customers to ensure they realize value from insightsoftware’s Equity Plan Solutions, leading to both revenue retention and new revenue opportunities. You will liaise between key customer stakeholders and internal cross-functional teams, ensuring timely and successful solution delivery aligned to customer needs to improve the customer experience. Our ideal candidate embodies the voice of the customer to the insightsoftware team will lead customer adoption of our solutions to achieve business objectives.

Responsibilities

Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoptionDevelop and maintain strong relationships with customers on various levels, from key decision makers to day-to-day users.Communicate effectively with cross-functional teams to enable effective delivery of products and servicesCollect customer feedback and work with internal teams (product, sales, engineering) to deliver product improvementsCollaborate to identify and recommend solutions for complex business needsForecast, track, and report key account metrics and clearly communicate progress to internal stakeholdersAdvocate on behalf of the customer with internal functional partners as neededCraft effective strategies to drive revenue growth and retention, negotiate and secure renewal agreements, and identify opportunities for upselling and cross-selling our software solutionsOrganize and execute communication strategies, 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 checksManage escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutionsMonitor customer health scores and identify risk of churn. Implement strategies and action plans to reduce churnDrive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions Lead one or more special projects to enhance Customer Success goals and processesParticipate in cross-functional reviews of product linesOther duties as assigned

Qualifications

Minimum Qualifications

Bachelor’s Degree, preferably in business or related field At least 7+ years in a customer-facing or Customer Success role within a software or software-as-a-service organization.Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including the Executive and C-Suite levelsExperience working with Fortune 500 companies as end customersHigh level of agility and ability to manage change Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment Ability to travel up to 25% 

Preferred Qualifications

Experience with equity compensation productsWorking knowledge with reporting and analytics solution Experience that included resolution and escalation management

Additional Information

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

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **

** 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.