Insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At Insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future Insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Director, Customer Success will be responsible for customer retention, product adoption and leading our Customer Success Managers and Associates to world-class results. Our ideal candidate is passionate about driving value for customers, is experienced in growing and guiding a team of post-sales specialists and has a consistent track record of success in a fast-growing B2B on-prem and cloud based software company.

What will you do?

• Partner with the General Managers and Product owners to drive overall retention and meet or exceed the defined retention goals.
• Conduct detailed analysis of the customer base to identify leading indicators for churn and expansion.
• Define and execute uplift strategies to optimize available price increases while minimizing customer churn.
• Build predictive models for maximizing customer retention including actively influencing product roadmap, services/support delivery, billing and collections improvements.
• Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals.
• Organize and lead a retention forecasting process– ensuring the execution of timely renewals including risk management with best case and worst case forecasting scenarios.
• Increase customer lifetime value through success plans, customer satisfaction, and overall health scores.
• Master retention performance reporting to develop data-driven insights on customer behavior.
• Possess and display professional presence and credibility to function effectively both internally as well as at the highest level of customer contacts.
• Strategically balances customer needs with business goals.
• Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition.
• Build effective processes and systems to scale customer negotiations around renewals while ensuring product retention targets are met.
• Manage a diverse set of renewal motions - spanning named accounts covered by CSMs, low touch uncovered accounts, partners, and self service customers.
• Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement.
• 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, Channel Sales, Professional Services, and Customer Success teams.
• Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals.
• Track, analyze, and report on Customer Success metrics across the organization.
• Be a customer champion internally.

How will you get it done?

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/Executive Presence – quickly establish rapport and build relationships with partners and communicate successfully with clients. Ability to elevate and lead the conversation with Sr Executive from insightsoftware and our customers.
• 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.

Minimum qualifications:

• 7+ years of management experience in customer success – including direct experience as a 2nd level manager for more than 1 year.
• Experience integrating acquired companies and teams into success model
• Experience with retention forecasting and management of a monthly process with a track record for accuracy and overachievement
• 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 communication and presentation skills, both verbal and written
• Bachelor’s Degree in related field or equivalent experience
• 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%

All your information will be kept confidential according to EEO guidelines.

** 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. **

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