Customer Success Manager - EMEA D+A

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.

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.
  • Remove non-selling friction from the Account Manager's plate by coordinating internally.
  • Support renewal readiness by tracking customer health scores, monitoring adoption and engagement.
  • Contribute to pipeline growth by identifying and surfacing upsell and cross-sell opportunities.
  • Deliver a world-class customer experience at every touchpoint.
• 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.
  • Partner with customer stakeholders to map KPIs, success metrics, and business outcomes.
  • 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.
  • Collaborate with internal stakeholders to build tailored account growth strategies.
  • Contribute to net revenue retention (NRR) by going beyond renewals.
• Customer Advocacy & Feedback
  • Act as the voice of the customer internally by sharing feedback and insights.
  • Influence roadmap discussions and success strategy improvements based on customer trends.
  • 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.
• 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 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.

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. 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.