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!

Summary

We are looking for a leader whose mission will be to drive and improve the systems and processes of our Customer Success team. You will help build and develop strategy for our Customer Success Associates organization (scale retention team) to drive high retention rates through risk mitigation. You will report into the Director of Customer Success and will be their trusted partner in defining customer success objectives and strategies while implementing processes that scale.
 

Responsibilities

• Lead Customer Success Associate team to employ creative strategies for churn mitigation, improved retention rates, and re-engaging canceling customers
  • Track and drive the performance of our Customer Success Associate team that handles “at risk” clients at scale
  • Track and share customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and Product Management
  • Drive team growth through effective and strategic hiring, as well as work to educate and promote direct reports
• Liaise with Customer Success and cross-functional leaders to create and drive consistent, effective retention strategies among all CS roles, including Customer Success Managers, Renewal Managers, and Customer Success Associates
• Build and maintain SOP documents and playbooks to assist with training new hires and implementing new processes
• Leverage data to ensure accurate projections of retention rates, monitor at-risk trends and apply a data-driven approach to improving metrics
• Work cross-functionally with leaders in sales ops, revenue operations and IT business systems to establish data quality standards and process expectations are followed for capturing accurate retention data

Competencies

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

• Drive & Discipline – ability to focus and work hard to achieve the right results
• Customer Focus - Enthusiastic about making clients successful
• Integrity – high ethical standards and doing the right thing even when others aren’t looking
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems
• Detail-orientation – be thorough and consistently deliver high-quality work

Qualifications

• Minimum five years combined experience in Renewals, Customer Success and or Operations in the software industry
• Minimum two years’ experience leading, coaching or mentoring a diverse team
• Knowledge of CRM systems, preferably Salesforce.com and Salesforce CPQ required
• Ability to work cross-functionally with other departments and leadership teams
• Experience arranging projects and tasks to meet company priorities (daily, weekly, monthly)
• Comfortable in a highly autonomous role with strong organizational skills
• Knowledge of Totango, SFDC CPQ, SalesLoft, NetSuite, and other related tools a plus

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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