Customer Success Manager

About Insightful

Insightful builds workforce analytics and productivity software that helps organizations understand how work gets done and improve it. Our Customer Success team owns retention and growth across our customer base, partnering closely with Sales, Product, Marketing, and Support.

Job description

We're hiring a Customer Success Manager in New York City to own our top segment of accounts. You'll be accountable for retaining and growing these customers: protecting renewals, deepening adoption, and finding expansion opportunities. You'll be their strategic partner at Insightful and the voice of these customers inside the company.

Responsibilities:

Retention and renewals

- Own retention for your book of top-segment accounts, including the renewal and forecasting process
- Work intensely on churn prevention: monitor account health and usage, spot risk early, and act on it
- Lead escalations to resolution, partnering with Support, Product, and Engineering
- Handle customer subscriptions and billing in Insightful's payment system

Growth and expansion

- Drive product adoption and customer expansion through proactive efforts
- Identify upsell and cross-sell opportunities and partner with Sales to close them
- Run executive business reviews that tie Insightful to each customer's business outcomes
- Ensure customers follow best practices and their solution is optimized for maximum value

Strategic relationships and advocacy

- Build long-term, multi-threaded relationships with executives, champions, and end users
- Onboard new customers in the segment from kickoff through go-live, including use case discovery and user training
- Grow customer advocacy through case studies, testimonials, reviews, and references
- Meet customers in person when it matters, using our New York base

Voice of the customer

- Understand each customer's pain points and how Insightful solves them, and funnel that feedback to Product and other stakeholders
- Act as the liaison between customers and internal teams
- Be an Insightful product expert and stay current on the roadmap and upcoming releases
- Keep all customer information complete and up to date in the CRM

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

- 5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company
- Experience owning a book of high-value accounts through renewal and expansion
- A track record of hitting or beating retention, NRR, and expansion targets
- Confidence building relationships with and presenting to executive stakeholders
- Strong commercial instincts: you can spot an expansion opportunity and help move it forward
- Experience analyzing usage and health data to spot risk and growth opportunities
- Hands-on experience with a CRM or CS platform (e.g., HubSpot, Vitally)
- The ability to work from New York City (you live there or can commute)

Bonus points:

- Experience with workforce analytics, HR tech, or productivity software
- Experience managing complex, multi-stakeholder accounts with procurement and security reviews
- Background handling subscription billing and renewals in a payment system
- Experience building customer advocacy programs (case studies, references, reviews)

How success is measured:

- Gross and net revenue retention across your book of business
- Expansion revenue sourced from your accounts
- On-time renewals and forecast accuracy
- Product adoption and account health across the segment
- Customer satisfaction and advocacy (references, case studies, reviews)
- CRM data kept complete and current