Customer Success Manager

Summary

insightsoftware is a global provider of reporting, analytics, and performance management solutions for finance and data teams. The Customer Success Manager will manage mid-market customer relationships end-to-end, driving onboarding, adoption, value realization, renewals, retention, and account growth while partnering with internal teams.

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned mid-market 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

Skills

• 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
• 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
• 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

Qualifications

Must Haves

• 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
• 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

Nice to Haves

• 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

Benefits

• Remote work arrangement.
• For non-sales roles, you may be eligible for a bonus.
• For sales roles, this range includes a commission target.