Senior Customer Success Analyst at GLOBAL SOFTWARE LLC D/B/A INSIGHTSOFTWARE.COM

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

11 Jan, 26

Salary

0.0

Posted On

13 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Account Management, Renewals, Churn Analysis, CRM Systems, Salesforce, Gainsight, Contract Negotiation, Cross-Functional Collaboration, Organizational Skills, Interpersonal Skills, Communication Skills, Data Analysis, Customer Feedback, Problem Solving, Product Knowledge

Industry

Software Development

Description

Job Description Partner with customers and internal stakeholders to drive renewals for software maintenance agreements and subscriptions, ensuring alignment with business objectives. Act as a point of contact (POC) for work allocation, report and trend analysis, customer escalations, and success story development. Build and showcase customer success stories to highlight retention wins and business impact. Conduct case reviews, audits, churn analysis, and track monthly scorecards for CSAs to monitor performance and identify improvement areas. Take ownership of high-risk churn cases, engaging customers directly to understand challenges, mitigate risks, and drive retention. Perform churn analysis to identify root causes and present actionable insights to leadership. Negotiate contract terms and pricing effectively, securing mutually beneficial outcomes with guidance from internal stakeholders. Partner with internal stakeholders (Support, Sales, Product, Finance) on escalations to resolve customer pain points. Ensure CRM (Salesforce/Gainsight) data is accurate and up to date, including account information and renewal status. Track and update customer health metrics, proactively managing customer relationships to reduce churn. Identify and refer expansion opportunities to Sales, supporting growth initiatives. Gather and share customer feedback with internal teams to drive continuous improvement in processes and solutions. Share customer feedback with leadership and internal teams to drive product and process enhancements. Build a deep understanding of insightsoftware products to clearly communicate value to customers. Qualifications Minimum qualifications: 7 - 12 years’ experience in Renewals / Account Management & minimum 5 years of experience in Customer success Management within the SaaS industry. Proficiency in CRM systems, preferably Salesforce and Gainsight. Strong understanding of contract terms, with prior experience reviewing software agreements. Ability to thrive in a fast-paced, dynamic environment with minimal supervision. Strong cross-functional collaboration skills, working effectively with Sales, Support, and other teams. Excellent organizational skills and the ability to manage multiple priorities. Familiarity with CPQ, SalesLoft, NetSuite, and related tools is a plus. Willingness to work in Eastern shift hours (5:30 PM – 2:30 AM IST). Exceptional interpersonal, written, and verbal communication skills. Graduation from a reputed college/university. Additional Information All your information will be kept confidential according to EEO guidelines. ** 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. ** insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com) 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.

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Responsibilities

The Senior Customer Success Analyst will partner with customers and internal stakeholders to drive renewals for software maintenance agreements and subscriptions. They will take ownership of high-risk churn cases and perform churn analysis to present actionable insights to leadership.