Customer Success Manager

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance.

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The Customer Success Manager (CSM) is responsible for developing strong, trusted relationships with mid-market customers by serving as a strategic advisor and advocate. In this role, you will proactively engage with customers to ensure they realize measurable value from insightsoftware’s solutions, driving renewals, retention, and long-term account growth. You will own the customer relationship end-to-end — from onboarding and adoption through renewals and expansion — while acting as a key liaison between customers and internal teams.

The ideal candidate is commercially minded, customer-obsessed, and experienced in managing mid-market accounts within a covered CSM model.

• 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

• A strong customer-first mindset with passion for making customers successful
• Commercial acumen with confidence owning renewals and influencing revenue outcomes
• Excellent executive-level communication, presentation, and relationship-building skills
• Ability to operate autonomously in a fast‑paced, global, matrixed environment
• Strong collaboration skills across Sales, Legal, Finance, Product, and Services teams
• Analytical thinking with the ability to interpret data, trends, and customer health indicators

• 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

At this time, insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located.

Background checks are required for employment with insightsoftware, where permitted by country,…