Customer Success Manager

Core Responsibilities

Trusted Advisor & Relationship Management

- Act as the primary point of contact and strategic advisor for enterprise customers.

- Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value.

- Lead structured renewal discussions, QBRs (Quarterly Business Reviews), and Success Reviews to align customer objectives with Insightsoftware's solutions.

Renewals & Retention

- Own the end-to-end renewals process: negotiate pricing, terms, and contracts by partnering with Sales, Legal, and Finance.

- Deliver renewal offers/quotes in a timely and accurate manner to drive operational efficiency and customer satisfaction.

- Manage renewal forecasting, pipeline accuracy, and reporting using CRM platforms (Salesforce, Gainsight).

- Conduct retention analysis, track customer health scores, and publish monthly scorecards to leadership.

Customer Success & Adoption

- Drive adoption of Insightsoftware products by ensuring successful onboarding, engagement, and usage maturity across customer accounts.

- Develop customer success stories, ROI showcases, and business cases that highlight product value and strengthen customer advocacy.

- Partner with customer stakeholders to map KPIs, success metrics, and business outcomes that reinforce long-term value realization.

Growth & Expansion

- Identify expansion opportunities through product adoption insights and refer qualified upsell/cross-sell leads to Sales.

- Collaborate with internal stakeholders to build tailored account growth strategies.

- Contribute to net revenue retention (NRR) by going beyond renewals and influencing incremental account growth.

Customer Advocacy & Feedback

- Act as the voice of the customer internally by sharing feedback and insights to Product, Support, and Leadership teams.

- Influence roadmap discussions and success strategy improvements based on customer trends and requirements.

- Build champions within customer organizations and drive referenceability, case studies, and testimonials.

Experience:

- 7–12 years in Renewals, Account Management, or Customer Success, with at least 5 years managing enterprise-level customers.

- Proven track record of handling large, complex portfolios in a covered CSM model.

- Strong background in B2B SaaS/software product or services environments.

- Education & Certifications:

- Bachelor's degree required; MBA preferred.

- CSM-related certifications (Gainsight, Success Coaching, Pragmatic Institute, etc.) are an advantage.

- Technical & Business Skills:

- Proficiency in Salesforce, Gainsight, and CRM/Success platforms.

- Familiarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools.

- Strong negotiation skills and expertise in reviewing/analyzing software contracts.

- Strong analytical mindset with the ability to interpret data and drive insights.

Soft Skills & Work Culture:

- Excellent communication (written and verbal), presentation, and executive engagement skills.

- Customer-first mindset with proven ability to resolve conflicts and build trusted relationships.

- Thrives in fast-paced, global environments with minimal supervision.

- Ability to collaborate cross-functionally with Sales, Legal, Finance, and Product teams.

Work Hours:

- Willingness to work in Eastern shift (5:30 PM – 2:30 AM IST) to align with US-based customers and global stakeholders.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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