Customer Success Manager

Sure is a growing company looking for a Customer Success Manager (CSM) to manage and grow their Agency partner relationships. The role involves owning the success metrics and coordinating with various teams to ensure project delivery and partner satisfaction.

Responsibilities:

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track
• Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise
• Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch
• Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution
• Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders
• Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)

Requirements:

• 3–5 years in customer success, account management, or partnerships either in insurtech, fintech, or B2B SaaS strongly preferred
• Experience owning GWP or revenue metrics for a book of accounts
• Strong relationship builder, able to operate across levels of a partner org from ops contacts to executive sponsors
• Clear communicator in writing and in meetings; able to run QBRs and business reviews independently
• Comfortable working in ambiguity across cross-functional teams; strong influencer without direct authority