Customer Success Manager
Job Summary
Job Description
Insider, a leading B2B SaaS company specializing in AI-native Customer Experience and Marketing platforms, is seeking a Customer Success Manager. The company, which recently secured $500 million in Series E funding and achieved unicorn status, empowers marketers to deliver personalized experiences across channels. The Customer Success Manager will be responsible for proactively driving customer adoption and retention, building strong client relationships, and ensuring customers maximize the value of Insider's platform. This role involves acting as the primary point of contact for partners, orchestrating efforts to maintain high adoption and usage, and serving as a consultant for best practices. Key performance indicators include gross/net revenue retention, CSAT, health score, and lock-in score, with a focus on proactive improvement strategies. The role requires a strategic thinker with excellent project management skills and a customer-centric approach to foster loyalty and drive adoption.
Must have:
- Bachelor's Degree in Business, Marketing, Engineering, or related fields
- 4+ years of relevant work experience in customer-facing roles
- Strong communication skills (English & Native Language)
- High sense of responsibility and accountability
- Strategic thinker with excellent project management skills
- Customer-oriented with ability to build strong relationships
- Self-motivated, proactive teammate with innovative ideas
Good to have:
- MBA
- SaaS experience
Perks:
- International, diverse, and inclusive environment
- Working-from-home opportunities
- Shaping the future of customer experiences
- Opportunity to be part of different side projects
- Access to hard and soft skill training
- Access to 16,000+ online courses on LinkedIn Learning
- Space to share skills through training sessions and workshops
- Free access to Blinkist, Masterclass, and Neoskola
- Competitive bonus structure (Q-based)
- Inclusive Private Health Insurance
- Smart Work Model side benefits for food and bill expenses
- No Dress Code
6 skills required
Job Details
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.
We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.
Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.
When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
Our Partner Success Team consists of people from 31 different nationalities. They are how we thrive. They are our story makers. They are quick learners & problem solvers. They are the master problem solvers, they resolve, they care and they ignite. Each of them is part of harmonious teamwork that follows meaningful goals. They are creative and innovative when it comes to implementing best practices, they are strategists and methodological approachers, have their eyes set to converge on the ultimate goal that is the partners’ success in all of the 25 regions. They are top-notch when it comes to forming relationships and stakeholder management. They are the perfect combination of people-driven and data-driven as they thrive on analytical thinking, analysis, and collaboration simultaneously. They are constant impact makers, constant developers, always eager to climb the steps of their career in this ever-growing multinational environment.
We were a company made of 6 tiny desks when we started, so we never forget how important our hard work and dedication are. Until now it has been an inspiring story on our side, so we wanted to let you in on it. The rest? The rest is just this paragraph minimized into some bullet points on what we offer & what we expect. But that’s the thing that makes the difference between storytellers & story makers; the things that grab your soul.
Day in and day out a Customer Success Manager in Insider;
- Proactively drives adoption and retention,
- Builds relationships with the customers and ensures the services they need are provided to receive maximum impact,
- Works in coordination with other Customer Success Managers and Account Directors and is the primary contact of the partner,
- Is primarily responsible for orchestrating all efforts to keep adoption and usage high while driving value recognition,
- Provides best use cases according to the partner, helping them with panel usage, being a consultant to use our products in the best way according to the partners' needs,
- Is responsible for gross revenue / net revenue retention, CSAT, health score, and lock-in score of the partners and taking proactive actions to make improvements on these metrics.
We want you to join us while we are taking a step into the future if you;
- Have a Bachelor’s Degree in Business, Marketing, Engineering, or related fields,
- Preferably have an MBA,
- Have 4+ years of relevant work experience in customer-facing customer success, account management or strategic consulting organization,
- Preferably have SaaS experience,
- Have strong communication skills in both writing and speaking, (English & Native Language)
- Have a high sense of responsibility and accountability,
- Are a strategic thinker with excellent project management skills,
- Are customer-oriented and able to establish a robust relationship with the assigned customer base
- Are a self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
While we are conquering the world, we are offering you;
- A chance to work in an international, diverse, and inclusive environment
- Working-from-home opportunities
- To be a part of an industry that’s shaping the future of customer experiences
- Opportunity to be a part of different side projects depending on your interests
- Access to many hard and soft skill training to help you improve and challenge yourself
- Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge
- Space to share your skills through training sessions and workshops if you wish. Sharing is caring!
- Free access to exclusive platforms such as Blinkist, Masterclass, and Neoskola
- Competitive bonus structure (Q-based)
- Inclusive Private Health Insurance
- Smart Work Model side benefits to support food and bill expenses
- No Dress Code!
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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