Customer Success Manager

RemoteFull-Timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

Join Sure: Building the AI-Native Infrastructure for Insurance Founded in 2015, Sure builds the technology rails and network that power insurance transactions between carriers, brands, and consumers.

Technical Tools

Customer Success ManagerCustomer

Founded in 2015, Sure builds the technology rails and network that power insurance transactions between carriers, brands, and consumers. Today we operate the insurance industry's first truly AI-native platform, with built-in AI at every layer: our platform, our process, and our safety standards. More than $1 billion in premium flows through Sure annually, and the embedded insurance market we're building for is projected to reach $700 billion by 2030. Are you up for the challenge?

We work with carriers, MGAs, and the world's most recognized brands to launch sophisticated embedded insurance programs in weeks, not months, without compromising compliance and security. As an enterprise SaaS provider, Sure is the foundational technology layer for modern insurance, delivering coverage to consumers at the moment of need.

What We Offer

~1 min read

🌐 Remote-first culture. We work from home and embrace digital collaboration

💥 Impactful work: We're transforming a trillion-dollar industry that touches everyone's lives

🤖 AI-forward: We're building the most advanced AI platform in insurance, where our teams use AI to move faster and focus on the work that matters most

🏆 Award-winning growth: Named among Deloitte Technology Fast 500, Inc. 5000, Forbes Fintech 50, and CNBC World's Top Insurtech Companies

🤝 Culture is everything. Join an incredible team of smart, passionate, collaborative, and driven individuals

Sure is looking for a Customer Success Manager (CSM), Agency Partnerships to own the success and growth of Sure's Agency partner relationships. You are the primary relationship owner accountable for partner health, Gross Written Premium (GWP) growth, and program outcomes across your assigned accounts. You own the relationship; the Product Implementation Manager (PIM) owns delivery. This role sits within the Strategic CS segment of Customer Success and reports to the VP of Customer Success.

Agency partners are insurance carriers and specialty distributors who embed Sure-powered programs into their distribution channels. This role requires someone who understands both the insurance business and the embedded technology layer.

This is a high-visibility role at a company that moves fast and ships the insurance programs that real customers interact with every day. If you thrive at the intersection of strategic relationship management, business outcomes, and cross-functional execution — and you want to see your work show up in GWP growth and partner programs that reach millions of people — this role was built for you.

Partner Relationship Management

Serve as the primary point of contact for assigned Agency partners, owning all strategic and operational aspects of the relationship

Build trusted, multi-threaded relationships across each partner organization — from ops contacts to executive sponsors, including stakeholders in product, distribution, and operations

Develop and maintain a Partner Success Plan for each assigned account, tying Sure's roadmap and performance to the partner's business goals

Lead regular business reviews and partner check-ins; anticipate needs, surface risks early, and drive resolution with urgency

GWP Growth & Business Outcomes

Own GWP performance for your book — know the number, know the drivers, and have a clear point of view on what's moving the needle and what isn't

Proactively identify growth opportunities: new programs, distribution improvements, product expansion

Surface partner product gaps and feature requests into EPD's prioritization process with clear business framing

Partner closely with assigned PIMs to ensure strategic context informs delivery decisions

Program Oversight & Cross-Functional Coordination

Maintain visibility into all active implementation programs for your accounts — you don't own delivery, but you own the partner's perception of it

Escalate issues that require strategic attention or executive involvement beyond the PIM's scope

Communicate program status, risks, and milestones to partner stakeholders proactively and professionally

Maintain accurate partner health, activity, and GWP data in Attio; own CRM hygiene for your accounts

5+ years in customer success, account management, or partnerships — insurtech, fintech, or B2B SaaS strongly preferred

Genuine familiarity with the insurance business — you understand how carriers, distributors, and programs work, not just the SaaS layer on top

Experience owning GWP, ARR, or revenue metrics for a book of accounts

Proven ability to build multi-threaded relationships across partner organizations, from ops to C-suite

Clear communicator in writing and in meetings; able to run QBRs and executive business reviews independently

Comfortable operating as a strong influencer without direct authority across EPD, Sales, and Implementation teams

Sure is currently hiring employees with residence in the following states: AZ, CA, CO, FL, GA, IL, MD, MA, MI, NE, NJ, NM, NY, OR, PA, SC, TX, UT, WA

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For more information, visit https://www.sureapp.com/. Follow @SureHQ on Twitter, Facebook and Instagram.

Employment at Sure is contingent upon a satisfactory verification of a general and criminal background check and education and employment verification. Upon an offer of employment, all prospective employees may be required to complete an employment application. Any background verifications will be obtained with written consent from the individual.