Vice President, Customer Success and Growth

Company Description

insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com

Job Description

Reporting to the Chief Customer Officer, you will play a crucial role in our company's growth and success leading our global Customer Success organization.

• Develop and maintain customer relationships with our install base to drive adoption and value realization. Handle customer escalations. Responsible for the insightsoftware renewal motion.
• Partner closely with Finance and Accounting to maintain an accurate ARR Snowball and Retention forecast.
• Manage, coach and mentor the CS leadership team and provide an effective career development framework for CS team members.
• Establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed.
• Ensure product feedback is effectively channeled to our Product and Engineering team via Voice of the Customer and similar programs.

This role will primarily be responsible for the following metrics:

• Gross Retention
• Renewal Retention
• Revenue-retention operations

Qualifications

What we're looking for:

• 15+ years of career experience in consulting and customer success for software companies, B2B and Enterprise client scope, including 5+ years in professional services leadership and 5+ years in customer success leadership. Strong preference for experience in highly acquisitive Private Equity firms with Annual Revenues between $500M and $1B.
• Exposure to the Financial Reporting industry is strongly preferred.
• Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, manage customer expectations and escalations effectively.
• You are a strong people leader with a proven ability to attract, motivate, develop, and retain top talent.
• You have the Ability to successfully navigate complex organizational structures (internal and external), often with highly ambiguous objectives and success criteria.
• You have a strong familiarity with Sales Force and legal and sales ops business processes.
• Your experience building and managing a team with the ability to effectively balance resources based on customer needs and internal processes.
• You have developed and implement efficient and rigorous systems and processes that will support the company as it scales in the years to come.
• Provide detailed and accurate retention forecasting.
• Proven ability to implement operational management systems including matters related to Gross Retention and Annual Recurring Revenue (ARR) snowball.
• Demonstrated ability to maintain relationships and alignment with other internal teams and stakeholders, especially Sales, Professional Services, Support and Product teams.
• Outstanding interpersonal skills, along with strong communication skills both verbal and written. Comfortable traveling for work as needed.
• Ability to manage influence through negotiation and consensus building, possessing a combined background of post-sale and sales experience.
• Analytical and process-oriented mindset, showcasing critical thinking ability, excellent communication and presentation skills, and a continuous desire for learning and improvement.
• Proactive and efficient in task execution.

Additional Information

** 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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insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.