Enterprise Customer Success Manager

AgentSync is a leader in driving a modern insurance infrastructure experience, and they are seeking an Enterprise Customer Success Manager to own the customer relationship end-to-end. The role involves managing strategic accounts, driving measurable outcomes, and ensuring exceptional value delivery through collaboration with internal teams.

Responsibilities:

• Own and command the full customer lifecycle for @ 30 of AgentSync’s most strategic accounts, driving measurable value, adoption, and expansion
• Cultivate deep, trusted, and transparent relationships across all levels of the customer’s organization—from end-users and champions to C-suite decision-makers
• Lead quarterly business reviews and executive conversations that tie product adoption to business impact
• Confidently manage escalations, serving as the first point of resolution and diffusing risk with minimal management support
• Drive internal accountability, ensuring cross-functional teams deliver on commitments with urgency and clarity
• Proactive and anticipatory mindset. A 'plan' vs. 'react' approach - takes pride in documenting and collaborating on customer engagement plans that serve as the backbone for our partnerships
• Grow your insurance and compliance expertise to provide credible, strategic guidance on process improvements powered by AgentSync
• Be an expert AgentSync’s full suite of products, advising on best practices and use cases
• Influence product, engineering, sales, and marketing by championing the voice of the customer and identifying opportunities to improve our product and customer experience
• Contribute to the foundations of a world-class Customer Success function by creating and iterating on best practices, tools, and playbooks
• Travel to meet with customers and conduct onsite executive business reviews

Requirements:

• 10+ years of enterprise B2B SaaS experience in Customer Success, Account Management, Sales, or Consulting
• 5+ years managing top-tier enterprise/strategic accounts—your company's largest and most complex customers
• Proven ability to navigate executive-level conversations with VP+ stakeholders in industries like insurance, financial services, compliance, or legal
• Track record of successfully managing escalations and leading difficult conversations with both customers and internal teams
• Strong ownership mentality—you take full responsibility for outcomes and hold customers and internal teams accountable
• Natural influencer who can drive cross-functional alignment without formal authority
• Exceptional communicator: skilled at simplifying complex solutions for customers and articulating customer needs to internal stakeholders
• Problem-solver with high EQ: equally comfortable rolling up your sleeves in the details or zooming out to align on strategic goals
• Proactive, resourceful, and resilient—able to thrive in ambiguity while consistently delivering results
• Salesforce experience is a plus