Customer Success Manager

Insightful

. Own retention for a book of top-segment accounts, including renewal and forecasting processes .

Posted 10/27/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $110,000 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, focusing on retention, expansion, and customer advocacy within a B2B SaaS environment. Proficient in managing high-value accounts, analyzing customer health data, and driving product adoption to maximize customer satisfaction and revenue growth.

Highest-signal resume keywords

Customer Success ManagementAccount Retention StrategiesCRM ProficiencyExecutive Stakeholder EngagementData Analysis for Growth Opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementRetention StrategiesExpansion RevenueCustomer Advocacy ProgramsSubscription Billing ManagementUsage Data AnalysisForecast AccuracyProduct AdoptionChurn Risk IdentificationUpsell and Cross-Sell Opportunities

Soft Skills

Relationship BuildingCommunication SkillsProblem-SolvingCollaborationPresentation Skills

Tools & Technologies

CRM SoftwareHubSpotVitallyPayment SystemsWorkforce AnalyticsHR TechProductivity Software

Industry Keywords

B2B SaaSCustomer SuccessAccount ManagementExecutive Business ReviewsCustomer FeedbackRetention MetricsExpansion TargetsCustomer SatisfactionCase StudiesTestimonials

About the role

Key responsibilities & impact

Own retention for a book of top-segment accounts, including renewal and forecasting processes
Monitor account health and usage, identify churn risk, and execute prevention strategies
Lead escalations to resolution with Support, Product, and Engineering
Manage customer subscriptions and billing in Insightful's payment system
Drive product adoption and customer expansion through proactive efforts
Identify upsell and cross-sell opportunities and partner with Sales to close them
Run executive business reviews tied to customer business outcomes
Ensure customers follow best practices and optimize their solutions for maximum value
Build long-term relationships with executives, champions, and end users
Onboard new customers from kickoff through go-live, including use-case discovery and user training
Develop customer advocacy through case studies, testimonials, reviews, and references
Meet customers in person when it matters using the New York base
Gather customer feedback and communicate it to Product and other stakeholders
Act as liaison between customers and internal teams
Maintain expertise in Insightful's product, roadmap, and upcoming releases
Keep customer information complete and current in the CRM
Success measured by retention, expansion revenue, renewals, forecast accuracy, product adoption, account health, customer satisfaction, advocacy, and CRM data quality

Requirements

What you’ll need

5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company
Experience owning a book of high-value accounts through renewal and expansion
A track record of hitting or beating retention, NRR, and expansion targets
Confidence building relationships with and presenting to executive stakeholders
Strong commercial instincts and ability to identify and advance expansion opportunities
Experience analyzing usage and health data to spot risk and growth opportunities
Hands-on experience with a CRM or CS platform (e.g., HubSpot, Vitally)
Ability to work from New York City (live there or can commute)
Bonus: Experience with workforce analytics, HR tech, or productivity software
Bonus: Experience managing complex, multi-stakeholder accounts with procurement and security reviews
Bonus: Background handling subscription billing and renewals in a payment system
Bonus: Experience building customer advocacy programs (case studies, references, reviews)