About us
Insightful is a market-leading platform for employee productivity and workforce analytics. We process really big data, synthesize it into actionable insights and ultimately provide a best-in-class/easy-to use product which empowers enterprise customers to improve employee productivity, business processes and overall staff well-being.
Job Description
This CSM owns a high-count book of existing Premier accounts that share a common profile: New and established, steady-revenue customers with limited near-term expansion headroom. The book is large in account and engagement across it is deliberately uneven — some accounts need a maintained cadence, some are healthy on a light-touch/reactive model, and some have gone quiet and need to be re-engaged.
The job is to protect that revenue effectively. Success looks like high retention across the whole book, a disciplined renewal process, dormant accounts brought back into an active relationship, and the small number of accounts that do show growth signals identified early and routed to the right senior owner. This role requires a sharp ability to prioritize efforts based on a number of factors ranging from the customer's use case, technical requirements, training needs, etc.
It reports to the Head of Customer Success and works closely with Product, Sales, and Support.
Responsibilities:
- Own a substantial book of existing Premier accounts requiring varying levels of engagement — delivering reliable service, multi-threaded relationships, and high revenue retention across the book.
- Apply a differentiated engagement model: maintain a steady cadence with actively managed accounts, keep light-touch/reactive accounts healthy and responsive, and run proactive outreach to re-open relationships with dormant accounts.
- Own the renewal and forecasting process for your book, including proactive churn prevention and timely, accurate renewal forecasting.
- Drive product adoption and ensure each customer's solution is configured for maximum value and aligned to best practices.
- Identify accounts that show genuine expansion or strategic signals, and graduate them to the appropriate senior Premier or Strategic CSM rather than leaving growth on the table.
- Onboard customers entering your book — including accounts promoted in from the Core segment — through kickoff, use-case discovery, and product training, scaled appropriately to account size.
- Build long-term relationships and grow customer advocacy through case studies, testimonials, reviews, and references.
- Understand each customer's pain points and how Insightful solves them, and funnel that feedback to Product and other internal stakeholders.
- Monitor and analyze product usage across your book to spot risk and opportunity early.
- Be an Insightful product expert and stay current on the roadmap and upcoming releases.
- Act as the liaison between customers and internal teams (Sales, Support, Product, Billing).
- Support customers day to day over email, phone, online presentations, and screen-share — including efficient, scaled and one-to-many formats where they serve the customer well.
- Stay on top of every open issue or challenge a customer is experiencing with the product through to resolution.
- Manage customer subscriptions and billing in Insightful's payment system.
- Keep all customer information accurate and current in the CRM — essential discipline for a high-volume book.
- Carry out other related duties as directed by the Company's leadership.
You are a great fit for this role if you have:
- 3+ years in customer success, account management, or a comparable client-facing role in B2B SaaS.
- Demonstrated ability to manage a mid-size (40-50) book of accounts without letting things slip — strong organization, prioritization, and follow-through.
- Clear, professional written and verbal communication, including the ability to run a crisp customer call or screen-share.
- Proficiency with a CRM and customer success tooling; comfort working from data and usage signals.
- Self-directed and process-oriented — someone who can run playbooks consistently and improve them over time.
Bonus points
- Familiarity with CRM’s, Customer Success, and Product-analytics tooling (We use Hubspot, Vitally, and Pendo).
How success is measured:
- Gross revenue retention across the book.
- Renewal forecast accuracy and on-time renewal execution.
- Re-engagement of dormant accounts (relationships reopened, accounts returned to active status).
- Account opportunities identified and shared with appropriate stakeholders
- Customer satisfaction and CRM data quality across the book.