Senior Manager, Customer Success

insightsoftware

Senior Manager, Customer Success leading team to drive customer satisfaction and retention at insightsoftware. Developing strategies and metrics to enhance customer success outcomes and collaboration.

Posted 5/14/2026full-timeRemote • 🇬🇧 United KingdomSenior💰 £83,000 - £104,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Drive Customer Success outcomes
Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals
Increase customer lifetime value through success plans, customer satisfaction, and overall health scores
Leverage reporting to develop data-driven insights and success plays based on customer behavior
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 insightsoftware's 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
Develop 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.

Requirements

What you’ll need

Experience in Customer Success at a SaaS company being in a management capacity
Bachelor's Degree in related field or equivalent experience
Experience integrating acquired companies and teams into success model
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%

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessSaaSdata analysiscustomer segmentationNPSCRM systemsrenewal forecastingsuccess planscustomer satisfactioncustomer advocacy

Soft Skills

leadershipcommunicationcollaborationproblem-solvingexecutive presencehands-on approachcustomer championproactive outreachcontinuous improvementadaptability

Certifications

Bachelor's Degree