insightsoftware
Customer Success Manager - EMEA D+A
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About Us:
insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.
Job Description:
The Customer Success Manager (CSM) is responsible for developing strong, trusted relationships with mid-market customers in our Data and Analytics function by serving as a strategic advisor and advocate. In this role, you will proactively engage with customers to ensure they realize measurable value from insightsoftware’s solutions, driving adoption, retention, and long-term account growth.
You will own the customer relationship end-to-end — from onboarding and adoption through expansion — while acting as a key liaison between customers and internal teams. The ideal candidate is customer-obsessed, and experienced in managing complex accounts within a covered CSM model.
This is a Hybrid role, requiring up to 2 days a week at our office in London, Paddington.
Core Responsibilities
Trusted Advisor & Relationship Management
Act as the primary point of contact and strategic advisor for mid-market to SMB customers. Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value. Lead strategic customer goals discussions, QBRs (Quarterly Business Reviews), and Success Reviews to align customer objectives with Insightsoftware’s solutions.
Renewals & Retention
Partner with the Customer Account Manager throughout the renewal process by building strong customer relationships year-round, serving as the primary day-to-day point of contact and ensuring customers feel supported well before renewal conversations begin. Remove non-selling friction from the Account Manager's plate by coordinating internally — connecting customers with the right resources across insightsoftware to resolve questions and issues quickly. Support renewal readiness by tracking customer health scores, monitoring adoption and engagement, and sharing timely insights with the Account Manager to inform pricing and retention strategy. Contribute to pipeline growth by identifying and surfacing upsell and cross-sell opportunities to the Account Manager based on customer needs and usage patterns. Deliver a world-class customer experience at every touchpoint, ensuring customers feel valued, heard, and confident in their continued partnership with insightsoftware.
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Customer Success & Adoption
Drive adoption of Insightsoftware products by ensuring successful onboarding, engagement, and usage maturity across customer accounts. Develop customer success stories, ROI showcases, and business cases that highlight product value and strengthen customer advocacy. Partner with customer stakeholders to map KPIs, success metrics, and business outcomes that reinforce long-term value realization. Partner with internal Cross Functional leads to ensure the customer receives the best customer experience possible.
Growth & Expansion
Identify expansion opportunities through product adoption insights and refer qualified upsell/cross-sell leads to Sales. Collaborate with internal stakeholders to build tailored account growth strategies. Contribute to net revenue retention (NRR) by going beyond renewals and influencing incremental account growth.
Customer Advocacy & Feedback
Act as the voice of the customer internally by sharing feedback and insights to Product, Support, and Leadership teams. Influence roadmap discussions and success strategy improvements based on customer trends and requirements. Build champions within customer organizations and drive referenceability, case studies, and testimonials.
Qualifications
Experience:
Experience as an Account Management or Customer Success Proven track record of dealing with complex portfolios and issue resolution in a covered CSM model. Strong background in B2B software product or services environments. Knowledge of embedded analytics software a plus Bachelor’s degree required German language a plus CSM-related certifications (Gainsight, Success Coaching, Pragmatic Institute, etc.) are an advantage. Proficiency in Salesforce, Gong, and CRM/Success platforms. Strong analytical mindset with the ability to interpret data and drive insights.
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Soft Skills & Work Culture:
Excellent communication (written and verbal), presentation, and executive engagement skills. Customer-first mindset with proven ability to resolve conflicts and build trusted relationships. Thrives in fast-paced, global environments with minimal supervision. Ability to collaborate cross-functionally with Sales, Legal, Finance, Professional Services and Product teams.
Additional Information
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
The salary range in United Kingdom for this position is 44,000.00 to 55,000.00 GBP Annual.
Your specific offer within this range will be determined by your skills, experience, and qualifications. For non-sales roles, you may be eligible for a bonus. For sales roles, this range includes a commission target.
We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Learn more about our high-energy, high-performance global team: Work With Us
insightsoftware About Us: Hear From Our Team
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
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