Customer Success Manager, Equity Plan Solutions - Remote

Overview

We are looking for Customer Success Manager (CSM) to develop strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with customers to ensure they realize value from insightsoftware’s Equity Plan Solutions, leading to both revenue retention and new revenue opportunities.

In Short

• Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoption
• Develop and maintain strong relationships with customers on various levels, from key decision makers to day-to-day users.
• Communicate effectively with cross-functional teams to enable effective delivery of products and services
• Collect customer feedback and work with internal teams (product, sales, engineering) to deliver product improvements
• Collaborate to identify and recommend solutions for complex business needs
• Forecast, track, and report key account metrics and clearly communicate progress to internal stakeholders
• Advocate on behalf of the customer with internal functional partners as needed
• Craft effective strategies to drive revenue growth and retention, negotiate and secure renewal agreements, and identify opportunities for upselling and cross-selling our software solutions
• Organize and execute communication strategies, including emails, one on one meetings, monthly update calls, and quarterly business reviews focusing on overall customer health and adoption statistics, product reviews, and contractual status checks
• Manage escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions

Requirements

• Bachelor’s Degree, preferably in business or related field
• At least 7+ years in a customer-facing or Customer Success role within a software or software-as-a-service organization.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including the Executive and C-Suite levels
• Experience working with Fortune 500 companies as end customers
• High level of agility and ability to manage change
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment
• Ability to travel up to 25%

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health benefits
• Opportunities for professional development and career growth
• Flexible work environment
• Supportive team culture