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Senior Customer Success Manager
3 months ago
About us
Insightful is a market-leading platform for employee productivity and workforce analytics. We process really big data, synthesize it into actionable insights and ultimately provide a best-in-class/easy-to use product which empowers enterprise customers to improve employee productivity, business processes and overall staff well-being.
Job Description
Your role as a Senior Customer Success Manager will be to collaborate with some of Insightful’s largest and more strategic customers, driving adoption and ensuring continued value from our solutions through effective proactive engagement. Key activities will include tailoring new customer onboardings, managing and closing expansion, upsell and renewals. Your success will be measured through your clients’ retention, expansion and overall experience using Insightful.
To be successful in this role you should be passionate and curious about technology, proactive with customers, and hyper-focused on maintaining and increasing revenue.
Responsibilities:
Build and maintain strong relationships with current clients, especially ones of strategic importance, aiming for increased adoption and growth with Insightful
Drive and monitor retention and growth initiatives in a forcastable manner and assist company in achieving aggressive revenue goals with existing customers
Lead onboarding activities for new customers in your segment, including handoff, kickoff, training, and adoption monitoring
Demonstrate strong knowledge of our current clients’ business, including their requirements for success, and mapping of business units
Measure and report on customer health, identifying at risk customers and working collaboratively to remediate known issues
Follow feature requests and expectations, and keep existing customers informed as to timeframes for these requests as well as additional roadmap improvements
Become an expert on the internal systems used to operate our business
Build deep understanding of Insightful platform, and ensure that technical support is provided quickly and effectively to existing customers in your book of business
You are a great fit for this role if you have:
5+ years in a Customer Success Role or other relevant experience within Saas firms working directly with Enterprise Customers
Demonstrated operational excellence in analytical thinking, process development, problem solving and communication
Experience with Customer Success Platforms is a big plus (we run on Vitally)
Excellent verbal, written, and presentation skills
Excellent organization, project management, time management skills
Strong analytical and problem solving mindset
Self-motivation and ability to thrive in a results-driven environment
Bonus points:
Spanish language will be considered as a plus
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