Insightly is looking for a rockstar relationship manager who loves to engage with customers and is passionate about SaaS platforms. If you're a team player, dedicated to empowering ongoing customer success, we'd like to hear from you.
Only candidates located in EST will be considered.
Desired Skills and Experience
- Responsible for all aspects of the customer journey beginning with Onboarding through ongoing customer advocacy.
- Understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of our mid-market and enterprise customers.
- You will craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, the sophistication of usage, adoption plans, timelines, communication, customer advocacy, and expansion with your customers.
- Facilitate workshops with customers on best-known practices, including sponsorship, governance, operating model, platform maturity, and adoption techniques.
- Facilitate Executive Business Reviews with economic decision-makers and Insightly executive sponsors, where we celebrate shared successes, and course-correct where necessary.
- Maintain world class CSAT, NPS, and Net Retention Rates across your managed book of business.
- Work collaboratively with the marketing, product, sales, and customer support teams to develop and execute Insightly initiatives that improve customer retention (dollar and logo).
- Lead complex technical conversations, through phone and email, with clients who have previous CRM and Marketing Automation experience.
- Identify upsell and cross-sell opportunities and partner with our Sales organization to execute these transactions.
- Advocate internally for your clients, for feature improvements that meaningfully solve for repeat use cases.
- Inspire product adoption of our richest feature sets as customer solutions, to create product - benefit lock in.
Required Skills & Experience:
- At least one year of experience working remotely
- 2+ years of experience in customer success or account management at a SaaS company.
- Proven experience managing a book of business with above 100% net retention.
- Ability to succeed in a high volume environment managing a book of business of over 100 accounts.
- Business savvy; ability to translate business needs into product solutions.
- Technical product aptitude, you can be a system expert across multiple products on a platform.
- Comfortable farming expansion opportunities via upselling and cross-sell initiatives.
- You want to work with a variety of businesses across a growing portfolio of products, from different industries, to solve the real world problems of businesses in today's informed world. You are up for a rewarding challenge, and thrive in a disruptive ecosystem.
The base salary range for this role is $90,000 to $105,000 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 $35,000. Insightly complies with applicable law regarding pay transparency.