Who are we?
Insightech is a leading digital experience analytics company empowering digital teams to drive exceptional digital experiences through actionable insights and real-time data. With our cutting-edge platform and dedicated team of experienced analysts, we provide our clients with the tools, knowledge, and best practices required for delivering an exceptional digital experience.
We are consistently pushing the boundaries of digital experience analytics. Leading brands in retail, financial services, and travel benefit from Insightech's solutions. As organizations continually seek avenues to enhance conversion rates and drive revenue growth, we are growing our team to broaden our impact and provide analytics-driven support to more organizations.
The Role
We are seeking an experienced and dynamic Senior Customer Success Manager to lead our customer success initiatives and be the primary contact and advocate for Insightech’s strategic customer base. This role is pivotal in ensuring our customers achieve their strategic goals through our platform and services. This a great opportunity for you to shape the Customer Success function with your experience and expertise, and create the foundation for scaling the operation.
Key Responsibilities
- Strategic Relationship Management: Build and maintain strong relationships with key customer stakeholders, understanding their strategic goals and ensuring alignment with Insightech’s solutions.
- Customer Empowerment: Align customer users with their organizational goals and empower them to achieve these goals using actionable insights and data-driven solutions.
- Revenue Retention and Growth: Maintain the existing revenue base by managing account retention, identifying upsell opportunities, and driving account growth through new product adoption and expanded usage.
- Customer Onboarding and ROI: Lead the onboarding process for new customers, ensuring they achieve a measurable ROI using the Insightech platform.
- Customer Advocacy: Act as a champion for the customer within Insightech, providing valuable feedback to the product and sales teams to enhance our offerings.
- Team Collaboration and Strategy Development: Collaborate with internal teams to develop strategies and resources that scale and grow the customer success function, ensuring best practices are established and followed.
- Monitoring and Reporting: Regularly report on customer health and sentiment, creating risk mitigation plans as needed to ensure customer satisfaction and retention.
Who We Are Looking For
- Experience: 3 years of experience managing and growing accounts within the B2B SaaS or digital analytics space.
- Relationship Building: Proven ability to navigate complex organizational structures and build relationships with both buyers and users.
- Startup Spirit: Eager to work in a startup environment and take on the challenges to building something meaningful.
- Strategic Thinker: Ability to simplify problems, articulate strategies, and align stakeholders to achieve their goals.
- Analytical Mindset: Strong analytical skills, capable of identifying patterns and developing repeatable best practices for customer success.
- Curiosity and Efficiency: A curious, efficient, and focused individual who prioritizes what truly matters for customers and the business.
Why Join Us?
This is a permanent full-time position based out of our modern Sydney CBD office, with the flexibility to work from home. We offer a competitive salary with equity, giving you the opportunity to own a part of the business and share in our success and growth.
If you are passionate about customer success and are ready to take on a leadership role in a fast-paced, innovative company, we want to hear from you.
Apply online or email your CV to career@insightech.com, and let us know why you think you would be a great fit for our company.
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