Senior Manager, Customer Success

We are seeking a dynamic and experienced Senior Manager, Customer Success to lead our customer success team at insightsoftware. In this role, you will be responsible for driving customer satisfaction and retention by developing and implementing effective customer success strategies. You will manage a team of customer success professionals, providing mentorship, guidance, and support to ensure they deliver exceptional service. Drive Customer Success outcomes by leading your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals. Increase customer lifetime value through success plans, customer satisfaction, and overall health scores. Leverage reporting to develop data-driven insights and success plays based on customer behavior. Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition. Sponsor customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way. Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement. Be a customer champion through collaboration with other organizational leaders to incorporate customer feedback.