Customer Success Manager, Team Lead

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. In 2023, Forrester named InRule a Leader in The Forrester WaveTM: AI Decisioning Platforms. As the Customer Success Manager, Team Lead , you will be accountable for value realization and success of our customers as well as leading and mentoring our team of Customer Success Managers and Specialists. You'll be charged with nurturing relationships with a portfolio of customers as well as being a trusted advisor helping to ensure they are successfully leveraging InRule’s solutions.   What you'll do... Manage gross dollar retention targets for the business through consistent process management and team account alignment. Help support your team in achieving their business and professional growth goals by training, developing, and mentoring our team of Customer Success Managers and Specialists. Develop and implement strategies that create value for customers through mutually defined business outcomes and customer success plans. Optimize customer data in CRM to identify trends and patterns that help improve the customer experience and gauge overall customer health. Continually improve the Customer Success processes by leveraging best practices and maturing our documentation. Manage a book of customers from onboarding to training to adoption and beyond. Build, maintain and leverage strong relationships with customer stakeholders and project leads. Onboard 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. Identify expansion opportunities within the customer organization. Escalate critical customer issues and ensure escalation ownership with internal resources. Learn the InRule solution and educate our customers on the overall capabilities and flexibility of the software. 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.   What you'll bring... 5+ years of experience in customer success or account management within a SaaS or related software/technology company, with at least 2 years in a team lead or manager role. 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. Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption Experience driving and managing executive relationships. Passion for proactively engaging and promoting value with customers. Ability to establish and reinforce milestones across teams. Accountability and personal organization are essential. Bachelor’s Degree or equivalent experience. Bonus Skills and 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).