At a Glance
- Tasks: Build strong relationships with customers and ensure they get the most from our solutions.
- Company: Join a global leader in reporting and analytics, transforming business data.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic, fast-paced environment with a focus on collaboration and innovation.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: Experience in account management or customer success, with strong communication skills.
The predicted salary is between 44000 - 55000 £ per year.
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.
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.
- 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 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.
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. Background checks are required for employment with insightsoftware, where permitted by country, state/province.
Compensation
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.
Equal Employment Opportunity
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. All your information will be kept confidential according to EEO guidelines.
Customer Success Manager - EMEA D+A in London employer: Dormont Manufacturing Co
At insightsoftware, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. As a Customer Success Manager in our London office, you will benefit from a collaborative environment that encourages innovation and strategic thinking, while also enjoying competitive compensation and opportunities for professional advancement. Join us to make a meaningful impact by empowering our customers to unlock the full potential of their data and drive their success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - EMEA D+A in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - EMEA D+A in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
