• Drive Customer Success outcomes • Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals • Increase customer lifetime value through success plans, customer satisfaction, and overall health scores • Leverage reporting to develop data-driven insights and success plays based on customer behavior • Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition • Sponsor customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way • Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement • Be a customer champion through collaboration with other organizational leaders to incorporate customer needs and requests into insightsoftware's defining business objectives • Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacy • Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams • Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals • Ensure team adherence to governance policies and effective use of internal CRM systems to accurately reflect the status of customer accounts, thereby influencing downstream reporting requirements • Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.