Customer Success Team Manager

Insightly CRM is looking for a highly motivated and experienced Manager for their Customer Success Team. . The Manager of the Customer Success Team will be responsible for hiring, developing, coaching and leading a team of Customer Success Managers (CSMs) focussed 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 our customers stay longer, grow happier, and thrive.

At Insightly our Customer Success organization is full of dynamic, motivated and creative people who have an empathetic and highly consultative customer approach. Our CSM’s are all enthusiastically involved in working closely and strategically with Insightly customers to help drive their success. We are all team players, everyone leaning in and working very closely in collaboration, with our CSM leadership being extremely supportive of their teams. We pride ourselves in having fantastic training and a development path that can help you progress in your career for years to come.

• Please note: We are asking that this candidate reside in the Pacific or Central Time Zones.

Essential Job Functions (or “Job Duties”)

• Serve as a coach and a referent leader, helping to develop and reinforce the skills of your team as they grow in their career
• Interact with cross-functional account teams to predictably deliver outcomes that meet customer requirements
• 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)
• 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.
• Manage a selective book of business for top tier accounts and facilitate executive business reviews with Insightly leadership team and customer sponsors
• 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
• Act as a trusted advisor and point of escalation for customer issues within your team
• 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 like when they do, the value that it will create for them relative to the status quo (personally and professionally)

Job Requirements

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

Physical Demands

• Required to stand and/or sit for the workday
• Communicating by phone and/or computer applications
• Using a computer and/or devices, including typing and viewing screens frequently

The salary range for this role is $120,000 to $139,000 and final offers are determined using multiple factors including experience and level of expertise. 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 is also eligible for an annual performance based variable compensation of up to $30,000. Insightly complies with applicable law regarding pay transparency.

What else?

• Annual stipend for fitness membership
• We build with simplicity not complexity.
• We strive to make customers happy.
• We are ambitious and think big.
• Career : We offer a comprehensive employer sponsored health plan as part of a well rounded rewards package, including equity for all employees, career learning & growth opportunities.
• One-time ergonomics stipend for all employees to set up their home office for success and comfort.
• Full IT set up for your home work station (laptop, monitor, keyboard, mouse, monitor stand).
• Culture and Values: Diversity, Inclusion, and Support for all employees is vital to Insightly. To do so we have fantastic initiatives 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.
• Monthly remote work stipend to help you with your remote work needs.
• Continual company-wide Diversity, Inclusion and belonging training with expert speakers and instructors.
• Work-life balance: We offer a generous flexible time off policy in addition to paid company holidays.
• Insightly C.A.R.E.S. (Culture, Action, React, Energize and Synergize) which fosters a positive and inclusive workplace by taking action through activities and events that celebrate diversity, promote team building and encourage collaboration.
• Monthly virtual, instructor led, self-care sessions
• Company matched donations to support diverse charities including, but not limited to, the NAACP, BLM, ACLU, George Floyd Memorial Fund, Compassion Oakland, Asian Americans Advancing Justice, and more.
• Virtual team and company events to keep the party going
• We play as a team.
• 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.