Associate Customer Success Manager

This is a fully remote position, open to applicants in North America.

📋 Description

• Oversee the planning, execution, and delivery of projects aimed at customers, ensuring adherence to all milestones and deadlines.

• Collaborate closely with internal departments, including product management, software development, QA, and operations, to align on project objectives, timelines, and deliverables.

• Keep precise project documentation, such as schedules, scope, and progress reports, while providing regular updates to stakeholders.

• Proactively recognize and manage risks, offering mitigation strategies to guarantee successful project outcomes.

• Ensure that all deliverables adhere to the necessary quality standards and meet customer expectations by coordinating closely with the QA team throughout the development lifecycle.

• Oversee and analyze customer support inquiries related to software delivery, identifying trends and potential issues, and ensuring timely resolutions by liaising with relevant teams.

• Facilitate user training sessions and hold office hours to equip customers with the skills needed to effectively use the software. Provide ongoing support during and after training to tackle any questions or challenges.

• Monitor customer software usage to pinpoint adoption gaps or underutilized features, actively collaborating with customers to enhance software utilization and maximize the value derived from the solution.

⛳️ Requirements

• 3-5 years of experience in P&C or Specialty insurance, particularly in underwriting, operations, product, process, or systems, is strongly preferred.

• Experience in customer success, customer service, or other client-facing relationship management roles, or experience as a project manager in software delivery or IT project management.

• Strong grasp of software development methodologies (Agile, Scrum, Waterfall, etc.).

• Exceptional communication and interpersonal abilities, capable of managing relationships with both internal teams and customers.

• Capability to manage multiple projects concurrently while ensuring quality and timely delivery.

• Robust experience in risk management, issue resolution, and stakeholder management.

• Familiarity with project management tools (e.g., Jira, MS Project, Asana) and software development lifecycles.

• A customer-focused mindset aimed at delivering outstanding results.

• PMP, Scrum Master, or similar certifications are advantageous.

🏝️ Benefits

• Stock options

• Flexible work arrangements

• Professional development opportunities

• Health insurance

• Paid time off

• Remote work options