Manager, Customer Success

Overview

Manage and lead the Customer Success teams in the India Center of Excellence, owning CSA team performance and driving customer value, retention and revenue growth for insightsoftware's reporting, analytics and performance management products.

What you'll do

• Work closely with Customer Success functional leadership to drive prospecting strategies and At Risk Management and Renewal Management.
• Coach and mentor teams in performing their duties effectively.
• Lead and manage Customer Success teams and provide them guidance and mentorship.
• Develop and implement strategic plans for Customer Success in alignment with overall business objectives.
• Identify process improvements and bring efficiency.
• Act as a strong advocate for customers and ensure their needs and concerns are addressed effectively.
• Monitor team performance and take corrective actions.
• Implement career development and growth opportunities for team members.
• Hire talent according to needs and groom them to succeed.

What you'll need

• Bachelor's degree, preferably in business or a related field.
• 10-13 years of overall experience in the industry, including 7+ years of relevant experience in Customer Success, Account Management and Renewals.
• 5+ years in managerial roles.
• Working experience managing Customer Success teams of approximately 10 members directly.
• Experience working in large-scale organizations with diverse teams and processes.
• Proven track record of managing and leading Customer Success teams and working with global clients.
• Experience building teams, coaching and developing talent.
• Strong leadership and team management skills.
• Strong knowledge and experience of CSM activities.
• Excellent analytical, critical thinking, problem-solving, interpersonal and relationship-building skills.
• High attention to detail and working knowledge of reporting and analytics solutions.
• High level of agility and ability to manage change.
• Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive.
• Experience improving customer experience and driving increased customer retention and growth.

Details

• Location: Hyderabad, hybrid.
• Work timings: Eastern shift, 5:00 PM to 2:30 AM IST.
• insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located.