Customer Success Manager

Job Description

About the client: The Company is a leading research and advisory firm for technology and services companies. Their members are VP- and C-level service leaders at companies like Dell, IBM, Oracle, ServiceNow, and Cisco — executives navigating AI-driven transformation across customer success, professional services, managed services, support, and field operations.

About the Role: We're hiring a Member Success Manager to own a portfolio of member relationships and drive measurable business outcomes for technology service leaders. This isn't account management — it's strategic advisory relationship management. You'll build trusted, multi-threaded relationships, connect members to our research and subject matter experts, and use AI as a genuine force multiplier in how you work.

What You'll Do:

• Own a portfolio of 25–40 member accounts from onboarding through renewal and expansion

• Build multi-threaded relationships and drive gross retention and net expansion across your book

• Broker member access to our research, benchmarks, and subject matter experts, and translate findings into action

• Use AI tools to prepare for calls, generate account intelligence, and build repeatable, scalable workflows

Conduct executive business reviews that connect research to member priorities

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 View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• Experience managing a large portfolio of accounts (30+) with a track record of retention and expansion results

• Comfort and credibility engaging VP- and C-level executives as a peer

• Strong empathy and active listening skills, with the ability to turn what you hear into action

• A proactive, strategic problem-solver's mindset — you anticipate needs rather than just responding to them

• Genuine, hands-on fluency with AI tools in your daily workflow, not occasional or experimental use

• Excellent written and verbal communication skills, with the ability to distill complex ideas for an executive audience

• Strong organizational and prioritization skills to manage a high-volume, high-touch book of business • Background in technology services, Customer Success or Sales is preferred