Customer Success Manager

About us

Insightful is a market-leading platform for workforce analytics. We process really big data, synthesize it into actionable insights, and ultimately provide an easy-to-use product that empowers enterprise customers to improve employee productivity, business processes, and overall staff well-being.

Job Description:

Your role as a Customer Success Manager is to be the main point of contact for our growing Core Accounts customer base (mid-sized customers). Key activities will include leading customer training, identifying and closing expansion opportunities, upsell and renewals, as well as driving ongoing product adoption. Your success will be measured through your clients’ retention, expansion, and overall experience using Insightful.

You are passionate and curious about technology, compassionate and proactive with customers, and hyper-focused on maintaining and increasing revenue.

Responsibilities:

• Conduct regularly scheduled live group training sessions for customers, providing them best practices on the use of our platform and ensuring comfort in navigation of the Insightful platform
• Become an expert in the Insightful platform, and through regularly set office hours, help customers configure the platform to meet their unique needs, and help them achieve greater value with the use of Insightful
• Understand customers’ use cases, goals, unique pain points, and how Insightful’s product directly solves them; funnel this feedback to the other key stakeholders in the organization
• Drive product adoption and customer expansion through proactive efforts
• Work on churn prevention and own renewal and forecasting processes of customers
• Be an Insightful product expert and ambassador
• Ensure customers employ best practices and their solution is optimized for maximum value
• Monitor and analyze customer’s usage of our product
• Liaise between the customer and internal teams
• Keep current clients satisfied and deliver exceptional client service on a day-to-day basis
• Help customers through email, phone, online presentations, and screen-share meetings

You are a great fit for this role if you have:

• 3+ years of proven sales/business development/account management experience
• Excellent verbal and written language skills for English - Equivalent C1 level
• Excellent verbal, negotiation and presentation skills
• Excellent organization, project management and time management skills
• Strong analytical and problem solving mindset
• Self-motivated and able to thrive in a results-driven environment

Bonus points:

• Experience with CSPs and customer engagement platforms (we run on Hubspot/Intercom/Vitally)
• Previous experience in the SaaS/software industry