Associate Manager, Customer Success

1 Week ago • 7-13 Years

Job Summary

Job Description

The Associate Manager - Customer Success will manage CSA Teams in CoE, focusing on performance, prioritizing leadership requirements, and activities. They will proactively engage with customers to ensure they realize value from products and solutions, driving revenue retention and new opportunities. Responsibilities include leading and managing Customer Success teams, developing strategic plans, identifying process improvements, advocating for customers, monitoring team performance, and implementing career development. The role requires working Eastern shift timings (5:00 PM to 2:30 AM IST) and is based in the Hyderabad office.
Must have:
  • Experience in CSA (Customer Success Associate) activities.
  • Ability to communicate effectively at all organizational levels.
  • Experience in team building, coaching, and developing talent.
  • Proficiency with Salesforce or any CRM tool.
Good to have:
  • Experience managing large volumes of uncovered customers.
  • Experience working in a software company, particularly in renewals or retention.

Job Details

Company Description

insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial

data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com

Job Description

The Asscoiate Manager - Customer Success will be responsible for the managing CSA Teams in CoE, CSA team’s performance, prioritizing leadership requirements, and activities, will be responsible for Customer Success team in India . You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. Our ideal candidate can identify needs, communicate effectively, and ultimately exceed client expectations. The successful candidate has a blend of visionary and analytical skills.

 

Work timings and location:

·        Eastern shift timings, (5:00 PM to 2:30 AM IST)

·        Work from office - Hyderabad location 

Responsibilities:

  • Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
  • Coach & Mentor teams in performing their duties effectively.
  • Lead and Manage Customer Success teams and provide them guidance & mentorship.
  • Develop & implement strategic plans for Customer Success in alignment with overall business objective.
  • Identify of Process improvements and bringing efficiency
  • Act as strong advocate for customers and ensure that their needs & concerns are addressed effectively.
  • Monitor team performance and take corrective actions.
  • Implement career development and growth opportunities for team members.
  • Hire Talent according to needs & groom them to succeed.

Goals:

  • Retained Revenue
  • 95% Case Resolution should be resolved with-in 30days
  • Improve on First Contact Resolution time
  • Adherence & Measure internal SLA and Quality Audit
  • Keep attrition below 15%
  • Accurate forecast for each quarter that is within 5% of the GRR, RRR
  • Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements:

  • High attention to detail with working knowledge of reporting and analytics solutions.
  • Strong knowledge and experience in CSA (Customer Success Associate) activities.
  • High level of agility and ability to manage change effectively.
  • Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive stakeholders.
  • Experience improving customer experience and driving increased retention and growth.
  • Proven track record of managing and leading Customer Success teams while dealing with global clients.
  • Expertise in team building, coaching, and developing talent within Customer Success.
  • Strong leadership and team management skills.
  • Experience managing large volumes of uncovered or low-touch customers is desirable.
  • Proficiency with Salesforce: The Customer Company or experience with any CRM tool.
  • Experience working in a software company, particularly in renewals, retention, or customer success departments.
  • Hands-on experience in resolution and escalation management.

Qualifications

  • Bachelor’s Degree, preferably in business or a related field.
  • 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
  • Proven experience managing Customer Success teams of approximately 10 members directly.
  • 5+ years of experience in managerial roles.
  • Experience working in large-scale organizations with diverse teams and processes.
  • Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.

Additional Information

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. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

** 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. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

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.

Similar Jobs

Google - Senior Cloud Security Architect

Google

Dubai, Dubai, United Arab Emirates (On-Site)
1 Day ago
Salesforce - Prime Named Account Executive - MuleSoft - Caribbean Countries

Salesforce

Florida, United States (Remote)
1 Month ago
Insight  Software - Totango System Administrator

Insight Software

(Remote)
4 Weeks ago
ByteDance - Sales Operations Specialist

ByteDance

Singapore (On-Site)
1 Month ago
Granicus - SLED Enterprise Account Executive - Western Canada (Local)

Granicus

Canada (Remote)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Milestone - Solutions Engineer

Milestone

Victoria, Australia (Hybrid)
2 Weeks ago
Nagarro - Associate Distinguished Engineer

Nagarro

France (Remote)
6 Months ago
Nagarro - Associate Staff Engineer, CRM Salesforce

Nagarro

Gurugram, Haryana, India (On-Site)
6 Months ago
Next Level Business Services - Salesforce Technical Lead

Next Level Business Services

San Jose, California, United States (On-Site)
6 Months ago
Enphase Energy - Customer Technical Support, Solar/PV - Netherlands

Enphase Energy

's-Hertogenbosch, North Brabant, Netherlands (Hybrid)
3 Months ago
Globalization Partners - Director, Product Led Growth Marketing

Globalization Partners

Boston, Massachusetts, United States (Remote)
4 Months ago
Sonar Source - Enterprise Account Executive - German Speaker (DACH)

Sonar Source

Bochum, North Rhine-Westphalia, Germany (On-Site)
5 Months ago
PwC - Manager

PwC

Kolkata, West Bengal, India (On-Site)
6 Months ago
DEVOTEAM - Consultant Identity & Access Management (IAM) / One Identity Manager (m/w/d)

DEVOTEAM

Frankfurt, Hessen, Germany (Remote)
6 Months ago
Highspot - Salesforce Developer

Highspot

Hyderabad, Telangana, India (Hybrid)
6 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Hyderabad, Telangana, India

Actian - Zen Sustaining Engineer - Bangalore/Pune

Actian

Bengaluru, Karnataka, India (On-Site)
6 Months ago
PwC - Senior Associate_AI Engineer_Data & Analytics_Advisory_PAN India

PwC

Kolkata, West Bengal, India (On-Site)
7 Months ago
NVIDIA - Silicon Power Performance Engineer

NVIDIA

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Western Digital - Analyst 5, Sales Operations

Western Digital

Bengaluru, Karnataka, India (On-Site)
4 Days ago
ION - Network Engineer - 7401

ION

Noida, Uttar Pradesh, India (On-Site)
6 Months ago
Starkflow - Business Development Executive

Starkflow

Gujarat, India (On-Site)
2 Months ago
Google - Process Excellence Consultant

Google

Gurugram, Haryana, India (On-Site)
1 Week ago
Zynga - Mathematician

Zynga

Bengaluru, Karnataka, India (On-Site)
4 Hours ago
Google - Web Solutions Engineer

Google

Bengaluru, Karnataka, India (On-Site)
1 Week ago
Passion Gaming - Customer Service Executive (Kannada)

Passion Gaming

Panchkula, Haryana, India (On-Site)
1 Year ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

insightsoftware is a global provider of Connected Solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity.



Hyderabad, Telangana, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Aachen, North Rhine-Westphalia, Germany (On-Site)

Hyderabad, Telangana, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Hyderabad, Telangana, India (On-Site)

View All Jobs

Get notified when new jobs are added by Insight Software

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug