Senior Customer Success Analyst

• 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.
  

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.
  

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