INSTANDA

Customer Success Manager

• Serve as the primary post‑sale contact; build success plans tied to each client’s business outcomes.
• Lead renewals end‑to‑end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
• Identify and close low‑complexity expansions (e.g., additional environments, users, modules) within commercial guardrails.
• Run scaled engagement (cadenced check‑ins, QBRs) with crisp executive‑ready storytelling of value, ROI, and roadmap.
• Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
• Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes.
• Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring.
• Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics.
• Provide adoption analytics, risk flags, and expansion hypotheses; co‑present at QBRs.
• Bring voice‑of‑customer to roadmap; translate platform capabilities into measurable outcomes. (SAM retains commercial ownership.)
• Translate client feedback into reproducible plays, knowledge base content, and product requirements.
• Contribute to cross‑functional incident reviews and process improvements to raise NPS and lower time‑to‑resolution.
• Mentor peers on insurance workflows and INSTANDA best practices.

Client Success Manager, Spanish Speaking