Customer Success Lead

ABOUT INSIGHT7

Insight7 is a Call Intelligence and AI Coaching platform built for customer-facing teams. We help sales, customer support, and learning & development leaders automatically analyze every conversation -- scoring calls, surfacing revenue signals, delivering personalized AI coaching, and preparing reps with AI-powered roleplay -- all from one platform.

Our suite spans the full performance loop: AI Call Scoring for automated QA and compliance, VOC Intelligence for revenue and customer insights, AI Coaching for personalized rep development, AI Roleplays for onboarding and practice, Live Assist for real-time guidance during calls, and an AI Knowledge Base that surfaces the right answer in seconds.

Trusted by 1,000+ high-growth businesses across financial services, healthcare, and manufacturing, Insight7 is SOC 2 Type II certified and HIPAA compliant. We're on a mission to turn every conversation into a compounding performance advantage.

THE ROLE

We're hiring our first Customer Success Lead, the person who will build and own the CS function at Insight7 from the ground up. This is not a support role. It's a strategic, revenue-protecting seat on our GTM team.

You'll be the primary owner of customer outcomes post-sale. That means designing our onboarding model, establishing health monitoring, driving expansion, and building the systems that will scale as our customer base grows. You'll work directly with the founders and our pod leads across Customer, Product, and GTM to ensure customers get maximum value from the platform and that we hear everything the market is telling us.

If you've wanted to own something and build it, this is the role.

WHAT YOU'LL DO

• Build the CS function: Design and implement our onboarding playbook, health scoring framework, QBR structure, and renewal process from scratch.
• Own customer outcomes: Serve as the primary point of contact for a portfolio of accounts. Understand their goals, track progress, and proactively drive adoption of the right Insight7 products.
• Drive retention and expansion: Monitor customer health signals, identify churn risk early, and create expansion opportunities by connecting customer needs to additional platform capabilities.
• Onboard new customers: Guide customers through implementation, integration setup, and initial use case activation to ensure fast time-to-value.
• Champion the voice of the customer: Synthesize customer feedback, product gaps, and usage patterns into actionable input for our Product pod.
• Collaborate across pods: Partner with the GTM pod on renewals and upsells, the Customer pod on support escalations, and the Product pod on roadmap priorities.
• Build scalable systems: Document processes, build playbooks, and create resources like guides, training materials, and health dashboards that allow CS to scale beyond one person.
• Track and report: Maintain accurate data in our CRM. Own NRR, churn rate, and customer health metrics. Report regularly on portfolio performance.

WHAT YOU'LL BRING

• 3-5+ years in Customer Success, Account Management, or a client-facing role at a B2B SaaS company.
• Demonstrated experience building or significantly improving a CS function, not just executing within one.
• Strong commercial instincts: you understand the connection between customer health and revenue, and you know how to have expansion conversations naturally.
• Excellent written and verbal communication skills, with the ability to engage both frontline users and executive stakeholders.
• Analytical mindset: comfortable with health scoring, CRM data, and usage analytics to identify trends and make decisions.
• Self-directed with a builder mentality. You don't wait to be told what to fix.

WHY JOIN INSIGHT7

• Own and build something. You'll be the first CS hire, the foundation everything else gets built on.
• Direct impact on revenue. Your work protects and grows ARR in a direct, measurable way.
• Work at the intersection of AI and human performance, a market that is growing fast and where the product genuinely delivers results.
• Tight-knit, high-output team with founders who are deeply involved and genuinely value CS as a strategic function.
• Competitive compensation, remote-first culture, and room to grow into a CS leadership role as the team scales.

Pay: ₦500,000.00 - ₦1,000,000.00 per month

Work Location: Remote