Job Description:

The Customer Success Manager (CSM) is responsible for developing strong, trusted relationships with enterprise customers by serving as a strategic advisor and advocate. In this role, you will proactively engage with customers to ensure they realize measurable value from insightsoftware's solutions, driving renewals, retention, and long-term account growth.

You will own the customer relationship end-to-end - from onboarding and adoption through renewals and expansion - while acting as a key liaison between customers and internal teams. The ideal candidate is commercially minded, customer-obsessed, and experienced in managing complex enterprise accounts within a covered CSM model.

What will you do?

• Serve as the primary point of contact and trusted advisor for assigned enterprise 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

To perform the job successfully, you will demonstrate:

• 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

Qualifications

Required:

• 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
• At least 2 years managing enterprise customers in a B2B SaaS or software environment
• 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

Preferred:

• 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

Additional Information

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.

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.