Customer Success Specialist I
PracticeTek
Senior Manager, Customer Success
insightsoftware
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
Cloud
About the role
- Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals as well as meet corporate targets
- Increase customer lifetime value through success plans, customer satisfaction, and overall health scores
- Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.
- Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals.
- Leverage reporting to develop data-driven insights and success plays based on customer behavior
- 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.
- 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
Requirements
- Bachelor’s Degree in related field or equivalent experience
- 7+ years of experience in Customer Success, preferably in software/SaaS environments, with 4+ years in a management capacity
- Ownership of $30M+ in ARR with 1K+ global customer accounts
- Management of 5+ team members
- Deep understanding of renewal forecasting and retention metrics (GRR) with demonstrated examples of forecast accuracy and achieving GRR targets
- 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
- Health insurance
- 401(k) matching
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
renewal forecastingretention metricscustomer segmentationdata analysiscustomer success managementsoftware support servicescloud-based success modelson-prem success modelscustomer health scoresNPS (Net Promoter Score)
Soft skills
leadershipcommunicationcollaborationproblem-solvingcustomer advocacyexecutive presenceproactive outreachadaptabilityteam managementhands-on approach
