Customer Success Manager

Job Description

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. In 2023, Forrester named InRule a Leader in The Forrester WaveTM: AI Decisioning Platforms.

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.

Responsibilities
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
Identify expansion opportunities within the customer organization
Create value for customers by ensuring they have mutually defined business outcomes and build a success plan to achieve their objectives and milestones
Build, maintain, and leverage strong relationships with customer stakeholders and project leads
Successful onboarding of new customers to ensure proper customer setup and alignment with key stakeholders
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
Partner with InRule’s cross-functional teams to ensure progress and alignment with customer goals and strategy
Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth
Escalate critical customer issues and ensure escalation ownership with internal resources
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

Required Skills & Experience
8+ years of experience in customer success or account management within a SaaS or related

software/technology

company
Exceptional ability to communicate and foster positive business relationships
Self-driven with the ability to operate independently and with a sense of urgency and ownership
Proven success managing customer interactions and contract renewals, with a focus on maintaining accurate and timely updates and reporting as needed
Solid technical aptitude, ability to understand and connect customers' business goals with InRule’s product capabilities
Bachelor’s Degree or equivalent experience
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
Experience driving and managing executive relationships
Passionate about proactively engaging and promoting value with customers
Ability to establish and reinforce milestones across teams
Accountability and personal organization are essential

Desired Skills & 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)

Location
Remote - United Kingdom

What’s in it for you?
Challenge, fun, and fulfillment. At InRule, you'll work with friendly, supportive, yet driven colleagues in the industry that's changing the face of business and society in general. 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.