Job Description
Act as a point of contact (POC) for work allocation, report and trend analysis, customer escalations, and success story development.
Conduct case reviews, audits, churn analysis, and track monthly scorecards for CSAs to monitor performance and identify improvement areas.
Take ownership of high-risk churn cases, engaging customers directly to understand challenges, mitigate risks, and drive retention.
Partner with internal stakeholders (Support, Sales, Product, Finance) on escalations to resolve customer pain points.
Qualifications
Minimum qualifications:
7 - 12 years’ experience in Renewals / Account Management & minimum 5 years of experience in Customer success Management within the SaaS industry.
Proficiency in CRM systems, preferably Salesforce and Gainsight.
Strong understanding of contract terms, with prior experience reviewing software agreements.
Ability to thrive in a fast-paced, dynamic environment with minimal supervision.
Strong cross-functional collaboration skills, working effectively with Sales, Support, and other teams.
Excellent organizational skills and the ability to manage multiple priorities.
Familiarity with CPQ, SalesLoft, NetSuite, and related tools is a plus.
Willingness to work in Eastern shift hours (5:30 PM – 2:30 AM IST).
Exceptional interpersonal, written, and verbal communication skills.
Graduation from a reputed college/university.
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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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.
