Customer Success Manager

United StatesRemoteFull-timemid

Customer Success ManagerCustomer

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Requirements Summary

5+ years of SaaS Customer Success experience, preferably managing strategic or enterprise accounts with responsibility for adoption, retention, renewals, and measurable customer outcomes.

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Customer Success ManagerCustomer

This is an opportunity to join a Customer Experience team supporting the modernization of commercial property and casualty insurance through AI-powered technology. As a Customer Success Manager, you will serve as the primary link between the organization and its customers, helping them adopt the platform and achieve measurable business outcomes. You will manage customer relationships across adoption, account health, renewals, and expansion opportunities. The role combines strategic advisory work with hands-on technology engagement and close collaboration across internal teams. You will also help shape scalable customer success practices, playbooks, and adoption programs as the organization grows. The position is remote and offers the opportunity to work at the intersection of SaaS, artificial intelligence, and commercial insurance.

Drive hands-on adoption of the platform, helping customers integrate its capabilities into their workflows and achieve their strategic business objectives.
Own customer communications and overall account health, proactively monitoring adoption risks, renewal readiness, customer sentiment, and expansion signals.
Develop trusted-advisor relationships with customers by understanding their business priorities, challenges, and desired outcomes.
Apply knowledge of the platform and commercial insurance practices to recommend strategic solutions that help customers realize measurable value.
Partner with Business Development teams on renewals, upsells, and cross-sells while supporting targeted retention and renewal objectives.
Represent the voice of the customer across product, business development, and other cross-functional teams, bringing customer insights into product and strategic decisions.
Help develop scalable Customer Success playbooks, adoption motions, account-health processes, and best practices that strengthen an outcomes-focused customer culture.
Address customer challenges collaboratively and with urgency, coordinating internal resources when necessary to resolve issues and maintain a strong customer experience.
Balance strategic account management with hands-on engagement across multiple customer relationships and competing priorities.

Requirements

~1 min read

5+ years of SaaS Customer Success experience, preferably managing strategic or enterprise accounts with responsibility for adoption, retention, renewals, and measurable customer outcomes.
3+ years of experience with deep knowledge of commercial P&C insurance products, services, channels, functions, and business processes.
Ability to reside in the Central or Eastern U.S. time zone to effectively support customers.
Experience using Salesforce, Zendesk, Jira, or similar customer and workflow management platforms.
Demonstrated ability to understand technology at a practical level and connect platform capabilities to customer business objectives.
Strong organizational and prioritization skills, with the ability to manage multiple customers and competing priorities effectively.
Excellent written and verbal communication skills, with the ability to adapt communication style to different audiences and confidently present to business executives.
Strong relationship-building and consultative skills, with the ability to establish credibility as a trusted advisor.
Collaborative, proactive, hands-on approach to customer problem-solving and cross-functional teamwork.
Bachelor’s degree from an accredited college or university, or equivalent professional experience.