Digital 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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We’re seeking a Digital Customer Success Manager to lead the strategy and execution of our digital‑first customer engagement initiatives. This is not a traditional CSM role managing a book of accounts—this is a strategic individual contributor position focused on building and scaling digital programs that drive adoption, retention, and expansion across our entire customer base. You’ll architect and execute lifecycle campaigns, develop AI‑powered customer success strategy (Agentic CSM), and drive in‑app adoption strategy across our product portfolio.

This role sits at the intersection of customer success, marketing automation, data analytics, and AI—requiring both strategic vision and hands‑on execution capabilities.

• Design and execute automated customer journeys across the full lifecycle:
  Build and optimize onboarding sequences that accelerate time‑to‑value across multiple product families.
• Develop adoption campaigns triggered by telemetry and usage data to drive feature engagement.
• Create retention and expansion campaigns targeting specific customer segments and behaviors.
• Design win‑back flows for at‑risk and dormant customers.
• Continuously analyze campaign performance metrics and iterate based on data.
• Own end‑to‑end execution in customer success platforms:
  Build playbooks and automation workflows in Totango (or similar CS platforms).
• Integrate campaigns across email, in‑app messaging, community, and other digital channels.
• Coordinate with cross‑functional teams (Product, Marketing, Support, Sales) to ensure message consistency.
• Establish KPIs including reach, engagement, conversion, and business impact (NRR, GRR, churn reduction).

• Own the strategic vision for AI‑powered customer engagement:
  Define what customer problems AI agents should solve and how they should delight customers.
• Design the customer experience for AI‑powered email responses, proactive outreach, and intelligent recommendations.
• Map customer touchpoints where AI intervention creates value vs. where human CSMs are essential.
• Establish success criteria, KPIs, and measurement frameworks for AI agent performance.
• Create the strategic roadmap for phased rollout across customer segments and product families.
• Collaborate with technical teams to bring the vision to life:
  Partner with IT and AI Ops teams to translate customer experience requirements into technical specifications.
• Work with data engineering to identify required data sources, triggers, and integration points.
• Test pilot programs with select customer cohorts and gather feedback to refine the approach.
• Document use cases, expected outcomes, and customer journey maps that guide technical development.
• Stay current on AI developments in customer success and evaluate emerging capabilities.

• Define the strategy for in‑app customer engagement:
  Design in‑app messaging strategies leveraging Walk Me or similar digital adoption platforms.
• Develop contextual tooltips, smart tips, feature announcements, and value prompts.
• Implement in‑app NPS and feedback collection to measure customer sentiment in real‑time.
• Create webinar promotion banners and welcome shoutouts that drive engagement.
• Partner with Product and UX teams to ensure in‑app experiences align with product roadmap.
• Note:
  
  Strategy ownership only—execution partners with dedicated in‑app messaging team.

• 5+ years in digital…