Customer Success Manager

Serve as the primary point of contact and trusted advisor for assigned mid-market customers

Build and nurture senior stakeholder relationships to influence business outcomes and long-term partnership value

Drive product adoption, engagement, and value realization across the customer lifecycle

Lead Quarterly Business Reviews (QBRs) and Success Reviews aligned to customer KPIs and strategic objectives

Own the renewals process end-to-end, including pricing discussions, contract negotiations, and timely delivery of renewal quotes

Partner closely with Sales, Legal, Finance, Product, and Support teams to ensure a seamless customer experience

Identify expansion opportunities through usage insights and refer qualified upsell and cross-sell opportunities to Sales

Forecast and track key account metrics including renewal pipeline, retention, NRR, and customer health scores

Manage customer escalations and high-severity issues with a focus on solving business problems and protecting long-term value

Act as the voice of the customer internally by sharing feedback and insights to influence product roadmap and success strategies

Develop customer success stories, ROI narratives, references, and advocacy opportunities

Lead or contribute to special projects that enhance Customer Success processes, reporting, or strategy

A strong customer-first mindset with passion for making customers successful

Commercial acumen with confidence owning renewals and influencing revenue outcomes

Excellent executive-level communication, presentation, and relationship-building skills

Ability to operate autonomously in a fast-paced, global, matrixed environment

Strong collaboration skills across Sales, Legal, Finance, Product, and Services teams

Analytical thinking with the ability to interpret data, trends, and customer health indicators

Bachelor’s degree in Business or a related field

3–5 years of experience in Customer Success, Account Management, or a similar customer-facing role

Proven experience owning renewals and managing complex customer portfolios

Strong experience with Salesforce and customer success platforms (e.g. Gainsight or similar)

Demonstrated ability to communicate and influence effectively at all levels, including executive stakeholders

Experience with financial systems, analytics, or Office of the CFO solutions

Background in SaaS or enterprise software environments

Experience contributing to net revenue retention (NRR) through renewals and expansion

Additional language skills are a plus

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.

Background checks are required for employment with insightsoftware, where permitted by country, state, or 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 any other class protected by applicable law. We are proud to be an equal opportunity workplace.

The salary range in United States of America for this position is 79,000.00 to 99,000.00 USD Annual.

Your specific offer within this range will be determined by your skills, experience, and qualifications. For non-sales roles, you may be eligible for a bonus. For sales roles, this range includes a commission target.

We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply.

Your specific offer within this range will be determined by your skills, experience, and qualifications.

Additional Information

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

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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.