Customer Success Manager, Premier Segment

Job Description

About us Insightful is a market-leading platform for employee productivity and workforce analytics. We process really big data, synthesize it into actionable insights and ultimately provide a best-in-class/easy-to use product which empowers enterprise customers to improve employee productivity, business processes and overall staff well-being. Job Description This CSM owns a high-count book of existing Premier accounts that share a common profile: New and established, steady-revenue customers with limited near-term expansion headroom. The book is large in account and engagement across it is deliberately uneven — some accounts need a maintained cadence, some are healthy on a light-touch/reactive model, and some have gone quiet and need to be re-engaged. The job is to protect that revenue effectively. Success looks like high retention across the whole book, a disciplined renewal process, dormant accounts brought back into an active relationship, and the small number of accounts that do show growth signals identified early and routed to the right senior owner. This role requires a sharp ability to prioritize efforts based on a number of factors ranging from the customer’s use case, technical requirements, training needs, etc. It reports to the Head of Customer Success and works closely with Product, Sales, and Support. Responsibilities: Own a substantial book of existing Premier accounts requiring varying levels of engagement — delivering reliable service, multi-threaded relationships, and high revenue retention across the book. Apply a differentiated engagement model: maintain a steady cadence with actively managed accounts, keep light-touch/reactive accounts healthy and responsive, and run proactive outreach to re-open relationships with dormant accounts. Own the renewal and forecasting process for your book, including proactive churn prevention and timely, accurate renewal forecasting.