Customer Success Manager

Role Overview

• Own a substantial book of existing Premier accounts requiring varying levels of engagement — delivering reliable service, multi-threaded relationships, and high revenue retention across the book.
• Apply a differentiated engagement model: maintain a steady cadence with actively managed accounts, keep light-touch/reactive accounts healthy and responsive, and run proactive outreach to re-open relationships with dormant accounts.
• Own the renewal and forecasting process for your book, including proactive churn prevention and timely, accurate renewal forecasting.
• Drive product adoption and ensure each customer's solution is configured for maximum value and aligned to best practices.
• Identify accounts that show genuine expansion or strategic signals, and graduate them to the appropriate senior Premier or Strategic CSM rather than leaving growth on the table.
• Onboard customers entering your book — including accounts promoted in from the Core segment — through kickoff, use-case discovery, and product training, scaled appropriately to account size.
• Build long-term relationships and grow customer advocacy through case studies, testimonials, reviews, and references.
• Understand each customer's pain points and how Insightful solves them, and funnel that feedback to Product and other internal stakeholders.
• Monitor and analyze product usage across your book to spot risk and opportunity early.
• Be an Insightful product expert and stay current on the roadmap and upcoming releases.
• Act as the liaison between customers and internal teams (Sales, Support, Product, Billing).
• Support customers day to day over email, phone, online presentations, and screen-share — including efficient, scaled and one-to-many formats where they serve the customer well.
• Stay on top of every open issue or challenge a customer is experiencing with the product through to resolution.
• Manage customer subscriptions and billing in Insightful's payment system.
• Keep all customer information accurate and current in the CRM — essential discipline for a high-volume book.
• Carry out other related duties as directed by the Company's leadership.

Requirements

• 3+ years in customer success, account management, or a comparable client-facing role in B2B SaaS.
• Demonstrated ability to manage a mid-size (40-50) book of accounts without letting things slip — strong organization, prioritization, and follow-through.
• Clear, professional written and verbal communication, including the ability to run a crisp customer call or screen-share.
• Proficiency with a CRM and customer success tooling; comfort working from data and usage signals.
• Self-directed and process-oriented — someone who can run playbooks consistently and improve them over time.
• Bonus points: Familiarity with CRM’s, Customer Success, and Product-analytics tooling (We use Hubspot, Vitally, and Pendo).