Customer Success Manager

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

📋 Description

• Facilitate the hands-on adoption of the Convr Platform, assisting customers in meeting their business goals.

• Manage customer communications and account health, focusing on adoption risks, renewal readiness, and expansion indicators.

• Utilize expertise in the Convr platform and insurance industry practices to offer strategic solutions.

• Collaborate with Business Development Executives on renewals, upselling, and cross-selling, while achieving designated renewal rates.

• Advocate for the customer’s perspective within cross-functional teams for product and strategic initiatives.

• Contribute to the development of scalable Customer Success playbooks, adoption strategies, and customer health processes.

• Tackle customer challenges in a collaborative manner and with a strong sense of urgency.

• Act as the main liaison between Convr and its clients, ensuring effective platform usage to meet strategic business objectives.

⛳️ Requirements

• Over 5 years of experience in SaaS Customer Success, ideally with strategic or enterprise accounts, responsible for adoption, retention, renewals, and measurable customer outcomes.

• More than 3 years of experience with and in-depth knowledge of commercial P&C insurance products, services, channels, functions, and processes.

• Candidates must be located in the Central or Eastern time zone.

• Proficiency in Salesforce, Zendesk, and Jira.

• Proven ability to engage actively and understand how technology supports customer business goals.

• Strong organizational skills with the capacity to manage multiple clients with competing priorities.

• Exceptional written and verbal communication skills, able to adapt style to different audiences and present to business leaders.

• Bachelor’s degree from an accredited institution, or equivalent experience.

🏝️ Benefits

• Opportunities for remote work.

• Flexible paid time off.

• Company-sponsored holidays.

• 401(k) plan.

• Paid parental leave.

• Comprehensive insurance coverage, including medical, dental, vision, short-term and long-term disability, life, and accident insurance.

• Flexibility to maintain work-life balance.

• Opportunities for professional growth.