5+ years in Customer Success or Account Management at a B2B SaaS company
Proven experience managing high-value accounts through renewals and expansions
Track record of achieving retention and expansion targets
Strong relationship-building skills with executive stakeholders
Ability to identify and act on growth opportunities
Experience analyzing customer usage and health data
Familiarity with CRM or Customer Success platforms (e.g., HubSpot, Vitally)
Must be based in or able to commute to New York City
Responsibilities
Own retention and renewal processes for top-segment accounts
Monitor account health to prevent churn and act on risks
Lead escalations to resolution with internal teams
Drive product adoption and identify upsell opportunities
Conduct executive business reviews linking Insightful to customer outcomes
Onboard new customers and ensure effective use of the solution
Gather customer feedback to inform product development
Benefits
Opportunity to work with high-value accounts
Engagement with executive stakeholders
Dynamic work environment in New York City
Potential for professional growth and development
Involvement in strategic decision-making processes
Full Job Description
Job description
We're hiring a Customer Success Manager in New York City to own our top segment of accounts. You'll be accountable for retaining and growing these customers: protecting renewals, deepening adoption, and finding expansion opportunities. You'll be their strategic partner at Insightful and the voice of these customers inside the company. Responsibilities:
Retention and renewals
Own retention for your book of top-segment accounts, including the renewal and forecasting process
Work intensely on churn prevention: monitor account health and usage, spot risk early, and act on it
Lead escalations to resolution, partnering with Support, Product, and Engineering
Handle customer subscriptions and billing in Insightful's payment system
Growth and expansion
Drive product adoption and customer expansion through proactive efforts
Identify upsell and cross-sell opportunities and partner with Sales to close them
Run executive business reviews that tie Insightful to each customer's business outcomes
Ensure customers follow best practices and their solution is optimized for maximum value
Strategic relationships and advocacy
Build long-term, multi-threaded relationships with executives, champions, and end users
Onboard new customers in the segment from kickoff through go-live, including use case discovery and user training
Grow customer advocacy through case studies, testimonials, reviews, and references
Meet customers in person when it matters, using our New York base
Voice of the customer
Understand each customer's pain points and how Insightful solves them, and funnel that feedback to Product and other stakeholders
Act as the liaison between customers and internal teams
Be an Insightful product expert and stay current on the roadmap and upcoming releases
Keep all customer information complete and up to date in the CRM
You are a great fit for this role if you have:
5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company
Experience owning a book of high-value accounts through renewal and expansion
A track record of hitting or beating retention, NRR, and expansion targets
Confidence building relationships with and presenting to executive stakeholders
Strong commercial instincts: you can spot an expansion opportunity and help move it forward
Experience analyzing usage and health data to spot risk and growth opportunities
Hands-on experience with a CRM or CS platform (e.g., HubSpot, Vitally)
The ability to work from New York City (you live there or can commute)
Bonus points:
Experience with workforce analytics, HR tech, or productivity software
Experience managing complex, multi-stakeholder accounts with procurement and security reviews
Background handling subscription billing and renewals in a payment system
Experience building customer advocacy programs (case studies, references, reviews)
How success is measured:
Gross and net revenue retention across your book of business
Expansion revenue sourced from your accounts
On-time renewals and forecast accuracy
Product adoption and account health across the segment
Customer satisfaction and advocacy (references, case studies, reviews)
