[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Insurity is a leading provider of cloud-native insurance software, empowering organizations to capitalize on opportunities in the Property & Casualty market. They are seeking a Senior Customer Success Manager to build and enhance relationships with existing customers, ensuring they effectively utilize Insurity's products and services for their success.

Responsibilities

• Manage and grow customer relationships, serving as their primary point of contact
• Act as the liaison and advocate between customers and internal teams, such as product development, sales, and support, to enhance the overall customer experience
• Engage with customers by conducting regular business reviews to ensure alignment between their strategic objectives and Insurity's products and services
• Maintain/manage customer expectations and satisfaction
• Gain and maintain working knowledge of Insurity’s platforms, including new releases, features, and dependencies
• Demonstrate thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address them
• Develop strong working relationships with Customer System Champions
• Ensure contract compliance and accurate billing
• Understand the customer experience and loyalty measures in place
• Gain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalities
• Monitor customer satisfaction, identifying potential issues or challenges before they escalate into major problems
• Collaborate with Sales to develop and execute strategies for customer retention and uncover potential opportunities for upselling or cross-selling additional products or services that meet customer needs
• Educate customers on features, benefits, and the value of the service to drive adoption and satisfaction
• Prepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's business
• Lead customer meetings effectively, accurately capture minutes, and ensure the completion of all meeting takeaways
• Understand, regularly measure Customer KPIs, monitor usage patterns to proactively address churn risk
• Transition and onboard customers from the implementation team
• Manage customer escalations and ensure issues are resolved quickly and effectively
• Ensure workflow management system and customer-facing tools are up to date
• Provide tool self-service support for customer
• Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product-specific procedures
• Draft change requests and Statements of Work as required
• Demonstrate an understanding of revenue recognition and account measurements
• Demonstrate competency in all internal processes & practices
• Support Continuous Improvement initiatives
• Successfully meet Insurity training goals
• Provide mentorship to team members
• Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc
• Other duties as assigned

Skills

• 3 years in a customer success role, either within the software-as-a-service and/or insurance industry
• 1 years working with national accounts (not just local or regional) or working with multiple partners
• Strong customer support and emotional intelligence qualities with an ability to understand customers desired strategy and needs
• Strong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written form
• Advanced digital literacy with MS Office (Word, Excel, PowerPoint)
• Self-starter mentality with an eagerness to learn and ability to collaborate and work autonomously, with strong multi-tasking skills
• Experience with Customer Success Management or CRM tools
• Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures
• Strong understanding with the software development and deployment lifecycle

Benefits

• Work Where You Thrive Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.
• Take Time When You Need It We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
• Benefits That Start on Day One Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.
• Living Our Values Every Day Our core values are more than words on a wall—they guide how we hire, grow, and retain the very best talent.
• Award-Winning Onboarding From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
• Grow Your Career from Within We believe in promoting from within. In fact, over 25% of our open roles are filled by internal candidates.
• Mentorship That Matters Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
• Insurity Podcasts Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.
• Keep Learning, Always Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
• Invest in Your Future—And Your Family’s Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.
• Earn When You Refer Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.

Company Overview