Senior Customer Success Manager

2 weeks ago

Belgrade, Central Serbia Insightful Full time $90,000 - $120,000 per year

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 Senior Customer Success Manager is to be the primary point of contact for both existing and new Enterprise accounts. Key activities will include creating bespoke onboarding plans that meet your customers unique needs, identifying and closing expansion opportunities, managing complex renewals, as well as driving ongoing product adoption and customer satisfaction. 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:

  • Become an expert in the Insightful platform, being able to offer best practices through direct configuration and usage of our solutions, and/or finding creative work-arounds that meet the complex needs of your customers
  • Understand customers' unique pain points and how Insightful 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 intensely on churn prevention and own renewal and forecasting processes of customers
  • Expand engagement footprint from one stakeholder to many throughout customer organizations
  • 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:

  • 5+ years of proven Enterprise Customer Success 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

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