{"id":3861843,"url":"https://alion.io/job/insightsoftware-customer-success-manager","title":"Customer Success Manager","company":{"id":786,"name":"Insightsoftware","domain":"insightsoftware.com","url":"https://alion.io/company/insightsoftware","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":26,"ghost_share":0,"stale_share":0.923,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia","Melbourne, Australia"],"countries":["AU"],"hiring_countries":["AU"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-06T10:00:08Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T23:59:20Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Us:\ninsightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.\nJob Description:\nCore Responsibilities \nTrusted Advisor & Relationship Management\nAct as the primary point of contact and strategic advisor for enterprise/mid-market customers. \nBuild and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value. \nLead structured renewal discussions, QBRs (Quarterly Business Reviews), and Success Reviews to align customer objectives with Insightsoftware’s solutions. \nRenewals & Retention\nOwn the end-to-end renewals process: negotiate pricing, terms, and contracts by partnering with Sales, Legal, and Finance. \nDeliver renewal offers/quotes in a timely and accurate manner to drive operational efficiency and customer satisfaction. \nManage renewal forecasting, pipeline accuracy, and reporting using CRM platforms (Salesforce, Gainsight). \nConduct retention analysis, track customer health scores, and publish monthly scorecards to leadership. \nCustomer Success & Adoption\nDrive adoption of Insightsoftware products by ensuring successful onboarding, engagement, and usage maturity across customer accounts. \nDevelop customer success stories, ROI showcases, and business cases that highlight product value and strengthen customer advocacy. \nPartner with customer stakeholders to map KPIs, success metrics, and business outcomes that reinforce long-term value realization. \nGrowth & Expansion\nIdentify expansion opportunities through product adoption insights and refer qualified upsell/cross-sell leads to Sales. \nCollaborate with internal stakeholders to build tailored account growth strategies. \nContribute to net revenue retention (NRR) by going beyond renewals and influencing incremental account growth. \nCustomer Advocacy & Feedback\nAct as the voice of the customer internally by sharing feedback and insights to Product, Support, and Leadership teams. \nInfluence roadmap discussions and success strategy improvements based on customer trends and requirements. \nBuild champions within customer organizations and drive referenceability, case studies, and testimonials. \nQualifications\nExperience:\n5+ years in Renewals, Account Management, or Customer Success, with at least 3 years managing enterprise or mid-market level customers. \nProven track record of handling large, complex portfolios in a covered CSM model. \nStrong background in B2B SaaS/software product or services environments. \n Education & Certifications: \nBachelor’s degree required; MBA preferred. \nCSM-related certifications (Gainsight, Success Coaching, Pragmatic Institute, etc.) are an advantage. \nTechnical & Business Skills: \nProficiency in Salesforce, Gainsight, and CRM/Success platforms. \nFamiliarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools. \nStrong negotiation skills and expertise in reviewing/analyzing software contracts. \nStrong analytical mindset with the ability to interpret data and drive insights. \nSoft Skills & Work Culture:\nExcellent communication (written and verbal), presentation, and executive engagement skills. \nCustomer-first mindset with proven ability to resolve conflicts and build trusted relationships. \nThrives in fast-paced, global environments with minimal supervision. \nAbility to collaborate cross-functionally with Sales, Legal, Finance, and Product teams. \nAdditional Information\nAll your information will be kept confidential according to EEO guidelines.\nLearn more about our high-energy, high-performance global team: Work With Us\ninsightsoftware About Us: Hear From Our Team\nBackground checks are required for employment with insightsoftware, where permitted by country, state/province.\nAt 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. 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