CSM Manager

3 weeks ago

London, United Kingdom InRule Full time

At InRule Technology, we revolutionize the way organizations in more than 40 countries worldwide make mission-critical decisions by infusing cutting-edge technology into their processes. Some of the largest banks, insurance companies, healthcare organizations, and governments rely on InRule to deliver frictionless, intuitive solutions that provide the power of computing without the complexity of programming.
As part of the InRule Technology team, you'll be at the forefront of a technological revolution, helping drive adoption of our powerful AI Decisioning platform that weaves together declarative logic, non-declarative machine learning, and human-in-the-loop automation.

InRule enables automated decision-making, driving tangible results and propelling organizations towards unprecedented heights of productivity. InRule is seeking an experienced Customer Success Manager to join our growing team. InRule prides itself on being a Customer Success driven organization, where every employee has an impact on the overall success of our customers. The Customer Success Team, which you could be a part of, manages the customer’s journey throughout the Customer Lifecycle.

Focused on post-sale solution adoption and ongoing customer satisfaction, the Customer Success Manager is a high-touch customer advocate, helping to ensure our customers are successfully leveraging InRule’s solutions while serving as the Voice of the Customer within InRule.

Responsible for development and management of customer portfolios, including analysis to gauge overall customer health
Analyze customer data to identify trends and patterns that help improve the customer experience
Build, maintain, and leverage strong relationships with customer stakeholders and project leads
Oversee customer implementations, with a focus on ensuring customer value and limiting customer risk
Manage the renewal process for existing customers, ensuring that contracts are renewed on time and that customers are satisfied with the software and services provided
Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth
Manage customer information in CRM
Learn the InRule solution and educate our customers on the overall capabilities and flexibility of the software
Develop and implement strategies that help customers achieve their goals and objectives
Train and mentor junior customer success representatives to ensure they are providing excellent customer service and meeting customer needs

8+ years of experience in customer success or account management within a SaaS or related software/technology company
~ Proven success managing customer interactions and contract renewals, with a focus on maintaining accurate and timely updates and reporting as needed
~ Bachelor’s Degree or equivalent experience
~ Background in project management
Industry-specific knowledge in Insurance, Financial Services, Healthcare and/or Public Sector
Technical experience with low code software development, data analysis, or process automation
Experience working with CRM systems (Dynamics 365, Salesforce)

Remote - United Kingdom


Here, you enjoy the unique opportunity to grow professionally, relish the best of life personally, and help usher in a safer, healthier, more prosperous, and equitable world.

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