Senior Customer Success Manager

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

📋 Description

• Oversee and expand customer relationships, acting as their main point of contact.

• Serve as the intermediary and advocate between customers and internal teams, such as product development, sales, and support, to improve the overall customer experience.

• Interact with customers by performing regular business reviews to ensure alignment between their strategic goals and Insurity's products and services.

• Manage and uphold customer expectations and satisfaction levels.

• Acquire and maintain a working knowledge of Insurity’s platforms, including new releases, features, and dependencies.

• Exhibit comprehensive knowledge of customers’ business challenges, opportunities, and how our products and solutions can address them.

• Build strong working relationships with Customer System Champions.

• Ensure compliance with contracts and accurate billing processes.

• Grasp the customer experience and loyalty metrics in place.

• Develop a solid understanding and act as the subject matter expert on your customers’ internal organization, political dynamics, and stakeholder personalities.

• Monitor customer satisfaction, identifying potential issues or challenges before they escalate into significant problems.

• Collaborate with Sales to formulate and implement strategies for customer retention and identify potential opportunities for upselling or cross-selling additional products or services that meet customer needs.

• Educate customers on features, advantages, and the value of the service to promote adoption and satisfaction.

• Prepare and deliver professional presentations and performance insights to illustrate the impact of Insurity solutions on the customer's business.

• Conduct customer meetings effectively, accurately document minutes, and ensure the completion of all meeting action items.

• Understand and regularly measure Customer KPIs, monitoring usage patterns to proactively manage churn risk.

• Transition and onboard customers from the implementation team.

• Manage customer escalations and ensure that issues are resolved promptly and effectively.

• Keep the workflow management system and customer-facing tools updated.

• Provide tool self-service support for customers.

⛳️ Requirements

• 3 years of experience in a customer success role, preferably within the software-as-a-service and/or insurance industry.

• 1 year of experience working with national accounts (not just local or regional) or collaborating with multiple partners.

• Strong customer support and emotional intelligence skills, with the ability to comprehend customers' desired strategies and needs.

• Excellent written and verbal English communication skills, with the capability to present information clearly in both in-person (presentations) and written formats.

• Advanced digital proficiency with MS Office (Word, Excel, PowerPoint).

• Self-motivated with a willingness to learn, able to collaborate and work independently, possessing strong multitasking abilities.

• Nice-to-have: Experience with Customer Success Management or CRM tools.

• Nice-to-have: Technical aptitude and familiarity with APIs, cloud platforms, and typical SaaS architectures.

• Nice-to-have: A solid understanding of the software development and deployment lifecycle.

• Travel requirements are less than 10%.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(K) match.

• Paid maternity leave.

• Paid paternity leave.

• Disability insurance.