Job descriptionWe'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)
- CRM data kept complete and current
