Customer Success Manager, Equity Plan Solutions

Company Description

insightsoftware is a leading provider of reporting, analytics, and performance management solutions. Over 30,000 organizations worldwide rely on us to support business needs in the areas of accounting, finance, operations, supply chain, tax, budgeting, planning, HR, and disclosure management. We enable the Office of the CFO to connect to and make sense of their data in real time so they can proactively drive greater financial intelligence across their organization. Our best-in-class solutions provide customers with increased productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description

We are looking for Customer Success Manager (CSM) to develop strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with customers to ensure they realize value from insightsoftware’s Equity Plan Solutions, leading to both revenue retention and new revenue opportunities. You will liaise between key customer stakeholders and internal cross-functional teams, ensuring timely and successful solution delivery aligned to customer needs to improve the customer experience. Our ideal candidate embodies the voice of the customer to the insightsoftware team will lead customer adoption of our solutions to achieve business objectives.

Responsibilities

• Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoption
• Develop and maintain strong relationships with customers on various levels, from key decision makers to day-to-day users.
• Communicate effectively with cross-functional teams to enable effective delivery of products and services
• Collect customer feedback and work with internal teams (product, sales, engineering) to deliver product improvements
• Collaborate to identify and recommend solutions for complex business needs
• Forecast, track, and report key account metrics and clearly communicate progress to internal stakeholders
• Advocate on behalf of the customer with internal functional partners as needed
• Craft effective strategies to drive revenue growth and retention, negotiate and secure renewal agreements, and identify opportunities for upselling and cross-selling our software solutions
• Organize and execute communication strategies, including emails, one on one meetings, monthly update calls, and quarterly business reviews focusing on overall customer health and adoption statistics, product reviews, and contractual status checks
• Manage escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
• Monitor customer health scores and identify risk of churn. Implement strategies and action plans to reduce churn
• Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions 
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines
• Other duties as assigned

How will you do it?

To perform the job successfully, an individual should demonstrate the following competencies:

• Work Ethic – operate in a fast-paced environment with a focus on achieving results  
• Engaging Presence – quickly establish rapport and build relationships with partners and communicate successfully with clients  
• Teamwork – work cross-functionally to achieve team and individual goals  
• Communication – communicate effectively with customers and internal cross-functional partners, creating promoters at every touch point 
• Curiosity – propensity for new challenges and learning about our customers, our products, our processes, and industry best practices.
• Customer Focus – a passion for customer engagement and a customer service mentality

Qualifications

Minimum qualifications:

• Bachelor’s Degree, preferably in business or related field 
• At least 7+ years in a customer-facing or Customer Success role within a software or software-as-a-service organization.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including the Executive and C-Suite levels
• Experience working with Fortune 500 companies as end customers
• High level of agility and ability to manage change 
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment 
• Ability to travel up to 20% 

Preferred qualifications: 

• Experience with equity compensation products
• Working