Senior Customer Success Analyst

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  Partner with customers and internal stakeholders to drive renewals for software maintenance agreements and subscriptions, ensuring alignment with business objectives.

• Act as a point of contact (POC) for work allocation, report and trend analysis, customer escalations, and success story development.

• Build and showcase customer success stories to highlight retention wins and business impact.

• Conduct case reviews, audits, churn analysis, and track monthly scorecards for CSAs to monitor performance and identify improvement areas.

• Take ownership of high-risk churn cases, engaging customers directly to understand challenges, mitigate risks, and drive retention.

• Perform churn analysis to identify root causes and present actionable insights to leadership.

• Negotiate contract terms and pricing effectively, securing mutually beneficial outcomes with guidance from internal stakeholders.

• Partner with internal stakeholders (Support, Sales, Product, Finance) on escalations to resolve customer pain points.

• Ensure CRM (Salesforce/Gainsight) data is accurate and up to date, including account information and renewal status.

• Track and update customer health metrics, proactively managing customer relationships to reduce churn.

• Identify and refer expansion opportunities to Sales, supporting growth initiatives.

• Gather and share customer feedback with internal teams to drive continuous improvement in processes and solutions.

• Share customer feedback with leadership and internal teams to drive product and process enhancements.

• Build a deep understanding of insightsoftware products to clearly communicate value to customers.

Minimum qualifications:

• 7 - 12 years’ experience in Renewals / Account Management & minimum 5 years of experience in Customer success Management within the SaaS industry.

• Proficiency in CRM systems, preferably Salesforce and Gainsight.

• Strong understanding of contract terms, with prior experience reviewing software agreements.

• Ability to thrive in a fast-paced, dynamic environment with minimal supervision.

• Strong cross-functional collaboration skills, working effectively with Sales, Support, and other teams.

• Excellent organizational skills and the ability to manage multiple priorities.

• Familiarity with CPQ, SalesLoft, NetSuite, and related tools is a plus.

• Willingness to work in Eastern shift hours (5:30 PM – 2:30 AM IST).

• Exceptional interpersonal, written, and verbal communication skills.

• Graduation from a reputed college/university.

All your information will be kept confidential according to EEO guidelines.

** 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. **

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