Team Manager, Customer Success

Job Description

As a Manager of a Customer Success team you will be responsible for hiring, developing, coaching, and leading a team of Customer Success Managers (CSMs) focused on building long lasting relationships with Insightly customers. Your team will deliver predictable outcomes of success for customers at every stage of their journey (land, onboard, adopt, expand, renew, and advocate), helping them stay longer and grow happier.

Responsibilities:

• Lead our Customer Success Team
• Lead a team of csm’s that is dedicated to delivering a remarkable total customer experience across every stage of their journey (onboard, adopt, renew, expand, advocacy)
• Interact with cross-functional account teams to predictably deliver outcomes that meet customer requirements
• Serve as a coach and a referent leader, helping to develop and reinforce the skills of your team as they grow in their career
• Act as a trusted advisor and point of escalation for customer issues within your team
• Manage day-to-day operations of your team including: maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner
• Analyze customer and performance data to make informed decisions about operational and process changes
• Support the creation, implementation, and reinforcement of broader customer experience team initiatives such as playbooks, gong call reviews, best practices, journey mapping, CRM hygiene, reporting, performance management, etc
• Help refine the team culture, sharing wins, defining what good looks like, demonstrating it, documenting and reinforcing it, and participate in activity that institutes change in areas for improvement
• Develop and oversee the execution of customer success plans that define the outcomes our customers wish to achieve, what it looks likes when they do, the value that it will create for them relative to the status quo (personally and professionally)
• Manage a selective book of business for top tier accounts and facilitate executive business reviews with Insightly leadership team and customer sponsors

Qualifications:

• 3+ years of management experience
• Significant experience within the software industry and command of the B2B SaaS business model
• Proven track record of success as an IC or manager carrying a book of mid market and enterprise customers (demonstrated by repeat individual or team quota achievement of gross renewal and net retention rates)
• Command of what world class customer experience looks like at every stage of the customer journey (onboard, adopt, renew, expand, advocate)
• Demonstrated effectiveness in customer facing engagements and in developing senior executive relationships at key accounts
• Experience handling customer escalations
• Technical proficiency in learning saas applications and helping unpack then deliver outcomes that meet customer requirements
• Excellent leadership, organizational, problem solving, project management, time management, performance management, and decision-making skills
• Deep understanding of marketing, sales, and customer service best practices
• Experience using data in a CRM to analyze results and make decisions
• Ability to communicate effectively in small and large groups

What else?

• Career: We offer a well rounded total rewards package including equity for all employees, 401k, career learning & growth opportunities, comprehensive employer-sponsored health plans.
• Work-life balance: We offer a generous flexible time off policy in addition to paid company holidays.
• A company that cares! Insightly is now a 100% remote first company which includes all of the benefits we provide for our employees to best adapt to the challenges and needs of a digital and dispersed workforce.
• Full IT set up for your home work station (laptop, monitor, keyboard, mouse, monitor stand)
• $250 one-time Ergonomics Stipend for all employees to set up their home office for success and comfort
• $50 per month remote work stipend to help you with your remote work needs.
• Monthly virtual, instructor led, meditation sessions
• Weekly company newsletters, trivia, Slack challenges, and more!
• Virtual team and company events to keep the party going
• Culture and Values: Diversity, Inclusion, and Support for all employees is vital to Insightly. To do so we have fantastic initiative such as:
• Company wide Women in Tech group which focuses on having female speakers from all backgrounds come and have "fireside chats" with the company on their careers, backgrounds, advice, etc.
• Women in Sales support group which focuses on professional development, community, and career advancement.
• Continual company-wide Diversity and Inclusion training with expert speakers and instructors
• Company matched donations to support Black and civil rights charities such as NAACP, BLM, ACLU, George Floyd Memorial Fund, Compassion Oakland, Asian Americans Advancing Justice, and more!

Our Mission:

To empower companies to build lasting relationships with their customers.

Core Values:

• We play as a team.
• We are ambitious and think big.
• We strive to make customers happy.
• We build with simplicity not complexity.

Our Story:

Customers today are smarter, more social, more discerning, and have more choices than ever before. Only customers can decide if they will be customers for life. At Insightly we believe that to be worthy of such commitment, businesses must go beyond traditional CRM, and fundamentally rethink their customer relationships.

Founded in 2009 and based in San Francisco, Insightly is backed by $38 million in funding over three rounds from leading venture capital firms: Emergence Capital Partners, Cloud Apps Capital Partners, SAB Capital, and Sozo Ventures.

Insightly is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

The salary range for this role in Colorado is $134,000 to $139,000 and final offers are determined using multiple factors including experience and level of expertise. For all other locations, the salary range may vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. This position may also be/is also eligible for an annual performance based variable compensation between $32,500-$45,000. Insightly complies with applicable law regarding pay transparency.