Client Success Manager

2 weeks ago

Chicago, Illinois, United States InRule Full time

About InRule Technology
At InRule Technology, we are transforming the way organizations across the globe make critical decisions by integrating advanced technology into their workflows.

Our solutions are trusted by major banks, insurance firms, healthcare providers, and government entities, enabling them to achieve seamless and intuitive operations that harness the power of computing without the intricacies of programming.

Your Role
As a key member of the InRule Technology team, you will play a pivotal role in promoting the adoption of our innovative AI Decisioning platform, which combines declarative logic, non-declarative machine learning, and human-in-the-loop automation.

Position Overview
In the capacity of Customer Success Manager, Team Lead, you will be responsible for ensuring our customers realize value and achieve success, while also guiding and mentoring our team of Customer Success Managers and Specialists.

Your responsibilities will include fostering relationships with a diverse portfolio of clients and acting as a trusted advisor to help them effectively utilize InRule's solutions.


Key Responsibilities
  • Oversee gross dollar retention targets through effective process management and team alignment.
  • Support your team in reaching their professional development goals through training and mentorship.
  • Design and execute strategies that deliver value to customers through collaboratively defined business outcomes and success plans.
  • Analyze customer data in CRM to identify trends that enhance the customer experience and assess overall customer health.
  • Continuously refine Customer Success processes by implementing best practices and enhancing documentation.
  • Manage a portfolio of customers from onboarding through training and adoption.
  • Establish and maintain strong relationships with customer stakeholders and project leads.
  • Facilitate onboarding for new customers to ensure proper setup and alignment with key stakeholders.
  • Supervise customer implementations, focusing on delivering value and minimizing risk.
  • Oversee the renewal process for existing customers, ensuring timely contract renewals and customer satisfaction.
  • Identify opportunities for expansion within customer organizations.
  • Address critical customer issues and ensure proper escalation with internal resources.
  • Gain in-depth knowledge of the InRule solution and educate customers on its capabilities.
  • Collaborate with cross-functional teams to ensure alignment with customer goals and strategies.
  • Provide insights to Product Management regarding key features or limitations that may hinder usage and growth.

Qualifications
  • 5+ years of experience in customer success or account management within a SaaS or technology environment, including at least 2 years in a leadership role.
  • Exceptional communication skills and the ability to build positive business relationships.
  • Self-motivated with a strong sense of urgency and ownership.
  • Proven track record in managing customer interactions and contract renewals with timely updates and reporting.
  • Strong technical aptitude to connect customer business objectives with InRule's product offerings.
  • Proactive team player with innovative ideas to foster customer loyalty and adoption.
  • Experience in managing executive relationships.
  • Passion for engaging with customers and promoting value.
  • Ability to set and reinforce milestones across teams.
  • Strong organizational skills and accountability.
  • Bachelor's Degree or equivalent experience.

Preferred Skills
  • Experience in project management.
  • Industry knowledge in Insurance, Financial Services, Healthcare, or public sector.
  • Technical experience with low-code software development, data analysis, or process automation.
  • Familiarity with CRM systems (e.g., Dynamics 365, Salesforce).

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