Customer Success Manager

Who are we?

Insightech is a leading digital experience analytics company, enabling digital teams to quickly identify optimization opportunities, or issues with Digital Customer Journeys, to quickly improve digital experiences and grow conversion rates. 

Established in Australia in 2020, Insightech works with some of Australia and Asia’s largest Retailers, Financial Services, Travel, and Not-for-Profit organisations, to return millions in revenue annually.

As the company continues to grow, Insightech is expanding its customer team to broaden its impact and provide analytics-driven support to more organizations.

The Role

We are looking to bolster our Customer Team, and are looking for a Customer Success Manager with a track record in proactively growing customer accounts. This person will be the primary point of contact for the success and growth of Insightech’s strategic customers, and will care deeply about Insightech’s mission of making powerful insights accessible to everyone. 

This role is designed for someone with experience in the dynamic SaaS industry who wants to own and grow the function as their own. The right person for this role will be customer obsessed, and have a track record of proactively growing a customer success function against portfolio growth metrics. They will also have experience implementing and managing systemised customer success approaches with a strong focus on measured outcomes. Strong skills in building relationships with executive stakeholders, and managing customer projects is a plus, and experience within the Digital industry is preferred.

A typical week in this role involves a mixture of relationship-building with key customer stakeholders, coordinating customer projects, and supporting customers on key platform use-cases to help them maximise their value. 

You will kick off each week reviewing customer account plans, key engagement metrics, and renewal timelines to proactively identify growth opportunities and risks. Throughout the week, you'll lead onboarding sessions, monthly check-ins, and QBRs with strategic customers, ensuring their goals are being met and value is being realised quickly. You'll work closely with the sales team to identify expansion opportunities and use CRM to track engagement, manage renewals, and monitor customer health. Collaborating with the solutions team, you'll help resolve issues and support adoption of new use cases. The focus is on driving measurable ROI, increasing retention, and building strong, long-term relationships with key stakeholders.

Role Responsibilities

• Be the primary contact and customer success lead for Insightech’s strategic customers
  
• Maintaining strong customer retention and renewal metrics, ensuring high retention rates are maintained, and renewals are managed smoothly with customers
  
• Be Metric Driven - take ownership of the customer portfolio and deeply measure impact with a data-driven approach.
• Work with the sales team in a supportive role to drive account growth and upgrade revenue from new product adoption and expanded usage
• Manage customer projects from onboarding to success, and right through to renewal, working directly with the customer support and solutions team to drive fast and measurable ROI using the Insightech platform.
• Build strong relationships with key decision makers of strategic accounts, making sure their objectives are key focus areas of the Insightech solutions and delivery team
• Manage quarterly reviews, customer training, and customer support needs through CRM, and by leveraging the solutions team as a resource
• Develop growth strategies for strategic customers, leveraging the Insightech support and solutions team’s resources to do so
• Report on and monitor on customer health and sentiment, creating risk mitigation plans where needed
  
  

Who we are looking for

• 3-4 years managing and growing accounts within the B2B SaaS, digital optimisation space
  
• A track record of proactively growing a customer success function against portfolio growth metrics
  
• Experience implementing and managing systemised customer success approaches with a strong focus on measured outcomes
  
• Strong skills in building and maintaining relationships with executive stakeholders
  
• An analytical mindset, and someone with experience managing customer projects to drive growth and success for our customers
  
• Self-motivated with a strong sense of ownership
  
• A problem solver, who has the ability to learn and iterate quickly in a fast-paced environment
  
• Clear and articulate communication skills and the ability to effectively drive a phone conversation

This is a permanent full time position based out of our modern Sydney CBD office, with WFH flexibility. We offer a competitive salary with equity, and success in the role will mean owning a part of the business, and sharing in our company success and business growth.

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.