Manager, Customer Success

Job Description

The Manager - Customer Success will be responsible for the managing CSA Teams in CoE, CSA teams performance, prioritizing leadership requirements, and activities, will be responsible for Customer Success team in India . You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. Our ideal candidate can identify needs, communicate effectively, and ultimately exceed client expectations. The successful candidate has a blend of visionary and analytical skills.

Work timings and location:

•        Eastern shift timings, (5:00 PM to 2:30 AM IST)

•        Work from office - Hyderabad location 

Responsibilities:

• Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
• Coach & Mentor teams in performing their duties effectively.
• Lead and Manage Customer Success teams and provide them guidance & mentorship.
• Develop & implement strategic plans for Customer Success in alignment with overall business objective.
• Identify of Process improvements and bringing efficiency
• Act as strong advocate for customers and ensure that their needs & 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 & groom them to succeed.

Goals:

• Retained Revenue
• 95% Case Resolution should be resolved with-in 30days
• Improve on First Contact Resolution time
• Adherence & Measure internal SLA and Quality Audit
• Keep attrition below 15%
• Accurate forecast for each quarter that is within 5% of the GRR, RRR
• Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements:

• Bachelors Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.
• High attention to detail with working knowledge of reporting and analytics solutions.
• Strong knowledge and experience in CSA (Customer Success Associate) activities.
• High level of agility and ability to manage change effectively.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive stakeholders.
• Experience improving customer experience and driving increased retention and growth.
• Proven track record of managing and leading Customer Success teams while dealing with global clients.
• Expertise in team building, coaching, and developing talent within Customer Success.
• Strong leadership and team management skills.
• Experience managing large volumes of uncovered or low-touch customers is desirable.
• Proficiency with Salesforce: The Customer Company or experience with any CRM tool.
• Experience working in a software company, particularly in renewals, retention, or customer success departments.
• Hands-on experience in resolution and escalation management.

Qualifications

• Bachelor’s Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.

Additional Information

All your information will be kept confidential according to EEO guidelines.

** 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. **

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