Customer Success Manager

Accountabilities:: 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: 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. Benefits: Remote work opportunities. Flexible paid time off. Company-paid holidays. 401(k) plan. Paid parental leave. Comprehensive medical, dental, and vision insurance. Short-term and long-term disability coverage. Life and accident insurance. Work-life flexibility and a collaborative team environment. Compensation determined based on factors including location, experience, education, skills, and industry knowledge.