Customer Success Manager

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

📋 Description

• Take charge of strategic relationships with carrier partners as a trusted advisor and key liaison.

• Act as the main contact point between Converge and carrier stakeholders in areas such as underwriting, actuarial, claims, engineering, and distribution.

• Comprehend the needs, challenges, and integration requirements of carrier partners.

• Ensure satisfaction among carrier partners, fostering long-term engagement and identifying opportunities for expansion.

• Oversee the onboarding process for carrier partner teams across underwriting, actuarial, distribution, and operational functions.

• Lead training sessions on the capabilities of the Converge platform and its workflow processes.

• Develop and maintain enablement materials, training documentation, and resources for carrier partners.

• Collaborate with underwriting, engineering, actuarial, distribution, support, and compliance teams.

• Manage platform releases, enhancements, and support escalations.

• Facilitate communication and integration activities with external brokers and technology partners.

• Organize meeting schedules, ensure workstream alignment, track milestones, and manage onboarding or expansion commitments.

• Assist with data, reporting, analytics, carrier performance, program metrics, and capacity planning requirements.

• Contribute to new product launches and preparations for international expansion.

• Provide feedback on product and engineering for platform improvements and market demands.

• Support the long-term strategy for capacity relationships and operational readiness.

⛳️ Requirements

• A minimum of 5 years of experience in the insurance sector, ideally in cyber, specialty, or commercial P&C.

• Proven experience in underwriting, distribution, broker relations, or carrier program operations.

• A track record of success in relationship-oriented, customer-facing positions.

• Exceptional communication, stakeholder management, problem-solving, and organizational abilities.

• Capacity to thrive in a dynamic, fast-paced environment with competing priorities.

• Strong business acumen, professionalism, and the presence suitable for executive interactions.

• Global insurance experience with knowledge of various markets or jurisdictions.

• Awareness of the differences in regulations, distribution methods, and products across different markets.

• Familiarity with the Australian insurance market, particularly in commercial and specialty lines.

• Understanding of the Australian broker distribution landscape, including licensing and regulatory frameworks.

• Ability to translate local market and regulatory standards into actionable inputs for product, underwriting, and engineering teams.

• A Bachelor's degree.

• Preference for candidates available to work U.S. West Coast (Pacific Time) hours.

• Availability for occasional client meetings during Australian business hours is required.

• Capability to lift up to 15 pounds occasionally.

🏝️ Benefits

• Eligibility for annual performance bonuses.

• Potential for equity participation.

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with employer contributions.

• Flexible paid time off (PTO) policy.

• Reasonable accommodations for individuals with disabilities.