Customer Success Manager

Outmarket AI is building the future of commercial insurance with their AI-powered platform designed for insurance brokers and agencies. They are seeking a Customer Success Manager to lead onboarding and implementation for new customers, build relationships, and ensure customers derive real value from their platform.

Responsibilities:

• Lead onboarding and implementation for new customers to ensure fast time to value
• Build strong relationships with brokers and agency teams using the platform
• Serve as the primary contact for customers during onboarding, training, and early adoption
• Help customers incorporate Outmarket into their daily workflows
• Identify opportunities to increase product adoption and expand usage across teams
• Gather customer feedback and work closely with product and engineering to improve the platform
• Develop repeatable onboarding processes, training materials, and playbooks that scale
• Drive customer retention by proactively addressing needs and solving problems before they escalate
• Serve as the voice of the customer across product, engineering, and go-to-market teams

Requirements:

• Strong skills in customer satisfaction, customer service, and relationship building
• Proven ability to drive customer retention and long-term account health
• Excellent analytical skills to identify trends, solve problems, and implement improvements
• Effective verbal and written communication skills with a customer-centric mindset
• Ability to manage multiple accounts and prioritize tasks in a dynamic work environment
• Experience working at an insurance broker, agency, MGA, or carrier
• Familiarity with agency management systems such as Applied Epic, AMS360, ImageRight, HawkSoft, Zywave, or similar AMS platforms
• Experience implementing workflow or automation tools
• Interest in AI-powered software and data-driven platforms