insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com

Reporting to the Chief Customer Officer, you will play a crucial role in our company's growth and success leading our global Customer Success organization.

This role will primarily be responsible for the following metrics:

• Gross Retention
• Renewal Retention
• Revenue-retention operations

What you'll do:

• Lead a global team responsible for the insightsoftware renewal motion, while maintaining customer relationships with our install base to drive adoption and value realization. 
• Partner closely with Finance and Accounting to maintain an accurate ARR Snowball and Retention forecast.
• Manage, coach and mentor the CS leadership team and provide an effective career development framework for CS team members.
• Establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed.
• Ensure product feedback is effectively channeled to our Product and Engineering team via Voice of the Customer and similar programs.

What we're looking for:

• 15+ years of Customer Success experience within B2B software, including 5+ years in professional services leadership and 5+ years in customer success leadership.
• Strong preference for experience in highly acquisitive companies with Annual Revenues between $500M and $1B.
• You have experience leading Customer Success teams responsible for gross retention targets 
• You are a strong people leader with a proven ability to attract, motivate, develop, and retain top talent. You have demonstrable experience building teams with the ability to effectively balance resources based on customer needs and internal processes.
• You have the ability to successfully navigate complex customer organizational structures, often with highly ambiguous objectives and success criteria.
• You have demonstrable experience maintaining relationships and alignment with internal teams and stakeholders, particularly: Sales, Professional Services, Support and Product teams.
• You have a strong familiarity with Salesforce, legal and sales ops business processes.
• You have developed and implemented efficient and rigorous systems and processes that will support the company as it scales in the years to come.
• Proven ability to implement operational management systems including matters related to Gross Retention and Annual Recurring Revenue (ARR) snowball.
• Outstanding interpersonal skills, along with strong communication skills both verbal and written. Comfortable traveling for work as needed.
• Ability to manage influence through negotiation and consensus building, possessing a combined background of post-sale and sales experience.
• Analytical and process-oriented mindset, showcasing critical thinking ability, excellent communication and presentation skills, and a continuous desire for learning and improvement.
• Proactive and efficient in task execution.

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** 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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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.