Digital Customer Success Manager

Company Description

insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Job Description

• Own the success of a large book of business by developing a one-to-many engagement strategy to retain and grow revenue
• Own the digital strategy end to end, blending personalization with scalability to make sure low-touch customers feel supported and enabled with insightsoftware products, map the digital customer journey, including key milestones and desired outcomes, and develop a plan for how to deploy targeted, repeatable, and scalable automation throughout (e.g., playbooks, SOPs, email campaigns, etc)
• Engage with the Customer Success, product and marketing teams to create webinars, in-app guides, and digital-first training strategies to help drive platform adoption with customers
• Closely collaborate with Marketing to ensure all digital touchpoints are aligned with the insightsoftware brand voice - Leverage data to influence changes in customer behavior, continually measuring the effectiveness of these programs, and optimizing them to improve engagement, conversion, and/or outcomes
• Develop a change management plan to successfully transition existing medium-touch customers to a low-touch engagement model
• Develop and Implement a One-to-Many Engagement Strategy, including:
• Create and execute a scalable engagement plan tailored for a large customer base, focusing on customer retention and revenue growth.
• Utilize data analytics to segment the customer base and develop targeted communication strategies, ensuring each segment receives personalized yet scalable support.
• Design and Optimize the Digital Customer Journey, including:
• Map out the complete digital customer journey, identifying key milestones and desired outcomes for low-touch customers.
• Develop and deploy automation tools to provide consistent and proactive engagement, enhancing customer experience and product adoption
• Foster Cross-Functional Collaboration for Enhanced Customer Engagement

Qualifications

• 5+ years of work experience in SaaS Customer Success, Account Management, Customer Operations, or Digital Marketing
• Experience working with scaled & targeted digital programs focused on post-sales engagements (i.e., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing)
• Experience working with CRM platforms or other Customer Success solutions like Salesforce, Gainsight, and Totango
• Familiarity with BI tools such as Power BI, Tableau or Looker
• Ability to project manage a high volume of requests and tasks
• Ability to easily digest and synthesize large amounts of data into actionable insights
• Natural and independent problem-solver: comfortable with complexity and ambiguity; able to dive into the operational details, and also engage meaningfully on the overall strategy
• Motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business
• Exhibits our core values: Results Orientation, Winning Attitude, Be One Team, Disciplined Execution, and Growth Mindset

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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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.