Customer Success Manager

A client of Insight Global is seeking an experienced Client Success Manager (CSM) to own strategic relationships with our enterprise customers. You will be responsible for driving adoption, ensuring long-term success, minimizing churn, and identifying expansion opportunities. The ideal candidate is a proactive, customer-centric professional who thrives in a high-growth SaaS environment and excels at building trusted partnerships with large organizations.

Additionally, you will manage a portfolio of enterprise accounts as the primary post‑sale point of contact, driving seamless onboarding, strong product adoption, and continuous value realization. You will proactively engage customers through success planning, strategic business reviews, training sessions, and workshops, while closely monitoring customer health to identify risks and execute targeted retention strategies. Partnering with Sales, Product, Support, and Engineering, you will address customer needs, resolve issues, and help influence product direction. You will also identify and pursue upsell and cross‑sell opportunities by understanding customer goals and aligning them with our solutions, while creating customer-facing materials such as success plans, ROI reports, and best‑practice resources. The role requires leading meetings with stakeholders at every level—from technical users to senior executives—to drive alignment and support informed decision‑making. Additionally, you will develop deep expertise in the company's SaaS platform through structured training and ongoing enablement, and contribute to the scaling of Customer Success processes, playbooks, and tools as the organization grows.

Compensation:
• $50/hr to $55/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are entitled to paid sick leave and/or other paid time off as provided by applicable law in Poland.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Required: 3–5 years of Customer Success or Account Management experience in a B2B SaaS company, with a proven track record managing enterprise-level accounts ($100K+ ARR).
• Demonstrated success in driving renewals, expansions, and high customer satisfaction (e.g., NPS, CSAT scores).
• Strong understanding of SaaS metrics (churn, NRR, GRR, adoption rates) and customer lifecycle management.
• Exceptional communication and presentation skills; comfortable engaging with technical and executive stakeholders (e.g., CTOs, VPs of Engineering, DevOps leads).
• Experience using CSM tools such as HubSpotAbility to translate technical concepts into clear business value for non-technical audiences.
• Self-starter with strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
Bachelor’s degree

Travel Requirements:
• Preferred local to Atlanta but near an airport is required
• Remote
• Travel 50% of time

• Experience in web operations, DevOps, cloud infrastructure, or related technical domains.
• Familiarity with tools like Kubernetes, CI/CD pipelines, monitoring solutions (Datadog, New Relic), or web performance platforms.
• Background working with enterprise customers in Med Device, Healthcare, Logistics, or similar industries.
Customer Success Certification and / or formal training

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.