Insider is a B2B SaaS company with a unique approach to multichannel experience orchestration. Recently, Insider announced its $32 Million Series C funding round by Sequoia. Insider was named the #1 leader on G2’s Mobile Marketing Software and Personalization Grids, with a 4,6/5 rating based 100% on user reviews, 19 quarters in a row. Insider was also named as the #1 Leader in the Forrester Wave for Cross-Channel Campaign Management (CCCM) with the highest overall score among all vendors, with a 5/5 rating in numerous criteria. CrunchBase recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top women CEOs outside the US.
Many of the most prestigious Fortune 500 companies and top brands in retail, automotive, and travel use Insider to deliver AI-backed personalized experiences that exceed customer expectations. Insider is trusted by over 800 global businesses, including UNIQLO, Singapore Airlines, Virgin, Toyota, New Balance, IKEA, Samsung, Newsweek, MediaMarkt, Nissan, AVIS, Marks & Spencer, Allianz, BBVA, Dominos, Avon, and CNN.
We are looking for a Customer Success / Business Development Specialist whose mission will be to drive the effectiveness and efficiency of our Customer Success team. In this role, you will define and measure customer success objectives and customer experience strategy. A core part of this role will be to develop and scale the operational foundation and systems to drive the success of our teams.
If you want to dive into our customer retention, adoption, and health metrics, and derive value from setting up and scaling our operational foundation and processes, you might be the one we are looking for!
Reporting: Develop customer experience and customer health dashboards to drive decision-making.
Analysis: Track leading indicators of retention, renewals management, adoption, utilization, NPS. Develop analytical insights that drive recommendations for action around risk mitigation.
Operational data management: Create checks for data quality within transactional and operational systems (Zendesk, Gainsight, Zoho).
Provide project leadership to implement new software solutions, train the team on new CS technologies, and drive adoption of solutions
Provide data to assist CSMs’ daily prioritization of customer engagement
Relay customer feedback to the Product team
Analyze Customer NPS data to define themes and report to leadership
Assist with automation of customer journey touchpoints and related CSM activities
Team Structure: Forecast hiring needs. Manage projects for team efficiency and scalability.
Performance: Define key performance indicators of each role in Customer Success. Analyze performance of the team and inform CS leaders.
Enablement: Provide materials and data that help CSMs work more effectively
Software management: Act as team expert on software applications, helping select applications and then onboard, manage and configure systems to meet the needs of the business. Own vendor management of key CS tools, understanding value derived from business users.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.