Customer Success Manager
Description
About the job
Free to be remarkable.
With the feel and soul of a startup, i-Sight offers an alternative to case management enterprise software that blows the competition away.
i-Sight builds powerful software that puts all the components of an internal investigation in one place. I-Sight helps companies uncover, investigate, and prevent incidents – like fraud or harassment – that can bring a business to its knees if mishandled. We had humble beginnings but have grown steadily over 20 years from a startup to a 150+ employee powerhouse. We continue to succeed because we only bring on candidates who are as committed to solving workplace issues as we are.
You don’t get a dream team this awesome without knowing how to let loose. While our team prides itself on surpassing customer expectations, executing as part of a high-performance team, and supporting the career growth of champions, we never forget the importance of a healthy work life balance that gives personal priorities as much weight as the job. When you take care of your own, they come back and crush deliverables with care and mastery.
What You’ll Get by Joining our Team:
- You will be embraced by a massive community of like-minded individuals
- You will level up your skills and experience what true mastery feels like
- You will get your fingerprints on really cool stuff
Perks and Benefits:
- Casual and flexible work environment, including the ability to work fully remote
- Competitive company-paid benefits plan
- Generous professional development budget
- Half day Fridays in the summer
What You’ll Do
i-Sight is looking for a Customer Success Manager (CSM) to join our team. The CSM plays an essential role in managing and expanding ongoing client relationships to maximize retention and maintain exceedingly high levels of client satisfaction. This is a non-commercial role focused on i-Sight application adoption, use case expansion and overall client retention and satisfaction. The CSM will work in step with our clients to ensure they are successful in their implementation, education and adoption of our product and help each client extract the most value out of i-Sight as possible. Seen as the experts in our product and our client use cases, they become the key point of contact with our clients and liaison within our internal departments to ensure an amazing long-term client experience.
Main Responsibilities:
- Take ownership of the long-term client relationship post onboarding, with the goal of driving long-term retention and client satisfaction.
- Funnel client feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company.
- Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you’ve identified.
- Primary focus will be outbound client communication to drive application education and usage, expand user base, deliver best practice examples, etc.
- Secondary focus will be assisting clients by championing effective communication between client and internal technical support teams in support of resolving open tickets.
- Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each client and drive full adoption of i-Sight via ongoing training, quarterly business reviews, etc.
- Educate clients on new features as they are added to the platform.
- Input and maintain the CRM with up-to-date communications, conversations, and correspondence with client to ensure all internal parties are aware of client status.
- Identify client success stories that can be used in our marketing efforts and help drive these to fruition.
- CSM role specifically measured on gross client retention, client satisfaction (measured by net promoter score and/or similar tools), and lead generation funneled to our account management team.
What You’ll Bring:
- University, College and/or Post Graduate Certificate related to Business or equivalent working experience.
- Experience in client experience role or equivalent experience increasing client satisfaction, adoption, and retention in a technology environment.
- Impeccable written and verbal communication skills.
- Ability to build strong relationships and multitask.
- Be excited by technology, love to solve problems, be passionate about helping others.
- Strong problem-solving skills, detail-oriented and analytical.
- Experience writing technical and support documentation.
- Comfortable working in an evolving tech company.
“We’re an exciting company in an exciting time, we’re helping big companies eradicate risk, fraud and security threats. Our product is best in the market. We’re on a rocket ship.” – Leadership @ i-Sight