Job Description

A Customer Success Manager is responsible for managing a set of large accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted advisor to each customer. As a successful CSM you will achieve a high level of customer NPS, contract renewals and increased revenue within your customer base. This person will manage 5-20 accounts depending on size. No people management required.

* Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with solutions tailored to customer needs.

• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.

• Maintain a revenue base by managing account retention and renewal.

• Drive increased revenue through increased product adoption and increased usage.

• Become an expert in blasting processes and equipment and educate customers on the use and benefits of our products.

• Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met

* The customer success managers will be doing quarterly/monthly business reviews and insights (spending trends, downtime, trends, opportunities)

* This will be the first of several openings.

* Each CSM can manage 5-20 accounts depending on size.

* They will be responsible for some scheduling (field techs, resource allocation)

* KPIs

- Revenue generation- what is the customer spending today and what did they spend the end of the year

- NPS score

- renewals

Salary Ranging from 95K-125K depending on experience, plus bonus

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

- 5+ Years of professional experience

- 3+ Years in a similar role as customer success manager or sr customer support role

- Industry Experience: Industrial Solutions, Operations, Maintenance, Manufacturing, etc

- Experience working with equipment sales or similar (industries above)

- Experience with scheduling, familiar with tracking parts, orders, and providing updates to customers

- Experience working with customers directly

- Ability to travel (up to 50% max, pre planned, paid, in US) null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.