Customer Success Manager

About us

Insightful is a workforce analytics solution dedicated to helping companies navigate the challenges of the modern workplace. Our innovative platform empowers organizations to enable hybrid work without sacrificing transparency or performance. With a keen focus on capacity planning, analysis of focus time, and collaboration time, we provide unparalleled insights into how employees work both at home and in the office.

Our solution is designed to cater to the unique needs of various teams, including support, administration, finance, and claims processing. By delivering sophisticated, data-driven reports, Insightful.io enables companies to optimize productivity, streamline operations, and drive business success in today's dynamic work environment.

Job Description

Your role as a Customer Success Manager will be to collaborate with some of Insightful’s largest and more strategic customers, driving adoption and ensuring continued value from our solutions through effective proactive engagement. Key activities will include tailoring new customer onboardings, managing and closing expansion, upsell and renewals. Your success will be measured through your clients’ retention, expansion and overall experience using Insightful.

To be successful in this role you should be passionate and curious about technology, proactive with customers, and hyper-focused on maintaining and increasing revenue.

Responsibilities:

• Build and maintain strong relationships with current clients, especially ones of strategic importance, aiming for increased adoption and growth with Insightful
• Drive and monitor retention and growth initiatives in a forecastable manner and assist company in achieving aggressive revenue goals with existing customers
• Lead onboarding activities for new customers in your segment, including handoff, kickoff, training, and adoption monitoring
• Demonstrate strong knowledge of our current clients’ business, including their requirements for success, and mapping of business units
• Measure and report on customer health, identifying at risk customers and working collaboratively to remediate known issues
• Follow feature requests and expectations, and keep existing customers informed as to timeframes for these requests as well as additional roadmap improvements
• Become an expert on the internal systems used to operate our business
• Build deep understanding of Insightful platform, and ensure that technical support is provided quickly and effectively to existing customers in your book of business

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

• 3+ years in a customer success role or other relevant experience within SaaS firms working directly with enterprise customers
• Demonstrated operational excellence in analytical thinking, process development, problem solving and communication
• Experience with Customer Success Platforms is a big plus (we run on Vitally!)
• Excellent verbal, written, and presentation skills
• Excellent organization, project management, time management skills
• Strong analytical and problem solving mindset
• Self-motivated and able to thrive in a results-driven environment