Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of mid-market agency accounts as the main point of contact from the post-onboarding transition through to renewal.

• Promote the utilization of the Amplo platform by comprehending agency workflows and linking them to applicable features.

• Take charge of account renewals while identifying and pursuing opportunities for expansion.

• Track account health, proactively identify risks, and implement strategies to mitigate issues prior to escalation.

• Collaborate with Product, Engineering, Support, and Solutions teams to convert customer feedback into prioritized input for the roadmap.

• Develop and enhance customer experience operations, including success plans, QBR templates, health scoring, enablement resources, and automation.

⛳️ Requirements

• 3–5 years of experience in a Customer Success Manager position within B2B SaaS, specifically handling mid-market or SMB customer accounts, including responsibility for renewals.

• Strong ability to collaborate across functions with Product, Engineering, Support, and Sales teams.

• Proven history of delivering customer value and fostering advocacy.

• Exceptional written and verbal communication skills suitable for both business and technical audiences.

• Flexible and comfortable operating in a fast-paced environment with a proactive approach.

• Background in insurance or insurtech, including agency operations, brokerage, carrier, or platforms catering to them.

• Familiarity with Salesforce, especially concerning configuration or administration aspects.

• Experience in designing or executing a digital-first, one-to-many customer success strategy.

• Project management or product marketing experience is a plus.

• Attention to detail necessary for mapping customer journeys and creating supporting materials.

• Located in the Eastern or Central time zone (preferred).

• Must complete employment eligibility verification through E-Verify.

🏝️ Benefits

• Remote-first culture allowing work from anywhere in the US within 3 hours of EST.

• Comprehensive medical, vision, dental, disability, and life insurance benefits.

• 401(k) retirement plan with employer matching and safe harbor vesting.

• UPTO policy.

• 13 paid company holidays.

• Annual wellness stipend.

• Paid maternity and parental leave policies.