Sr. Customer Success Manager

Applied Systems is transforming the insurance industry with innovative solutions for independent insurance agents. They are seeking a Senior Customer Success Manager to manage a portfolio of complex customers, drive product adoption, and lead executive-level discussions to ensure customer success and satisfaction.

Responsibilities:

• Own a portfolio of complex, high‑impact customers and multi‑stakeholder networks with clear success and risk plans
• Lead executive‑level QBRs (or async equivalents) with a clear point of view
• Diagnose adoption maturity and prescribe prioritized, outcome‑driven actions
• Drive sustained product adoption tied to customer business outcomes
• Proactively manage renewal risk by executing a documented risk plan that moves Yellow/Red accounts to Green
• Leverage data and AI to surface trends, risks, and opportunities
• Validate insights and tailor recommendations to customer context
• Raise the quality and clarity of customer narratives and documentation
• Lead cross ‑ functional resolution for complex issues, setting the plan and holding owners accountable through closure
• Influence Product and CX priorities using portfolio trends (adoption blockers, risk themes, and repeatable wins)
• Model best practices and informally mentor peers by sharing patterns, talk tracks, and high-quality examples
• Adoption and portfolio health improve across complex accounts (measured by usage/feature adoption targets and health score trends)
• Renewal risk is surfaced early and reduced (documented risk plans in place well ahead of renewal-critical windows)
• Executive success conversations drive decisions and action (QBR/async outputs include priorities, owners, timelines, and success criteria)
• Executive credibility is maintained (measured by stakeholder engagement, follow ‑ through on commitments, and customer feedback when available)
• Fewer late-stage surprises (escalations are proactively managed and communicated before they become urgent or renewal-threatening)

Requirements:

• 5+ years of Customer Success with enterprise customer management in a SaaS environment
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients
• Proven success managing complex, multi‑stakeholder accounts
• Ability to prioritize, multi-task, and perform effectively under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 25%)
• Bachelor's degree or equivalent experience
• Salesforce, Power BI, Excel (or similar)
• Strong comfort with AI‑assisted analysis and drafting
• Insurance industry and agency network experience (preferred)