Customer Success Manager - P&C Claims

Shift Technology delivers AI agents that transform insurers' most critical work. The Customer Success Manager will engage clients to drive adoption, onboard new clients, and ensure successful implementation of Shift solutions while focusing on improving client processes and product value.

Responsibilities:

• Lead and coordinate successful rollouts of Shift solutions, including preparing and sharing launch materials, creating or adapting workflows, generating rollout ideas, training end users, and attending launch events (virtual or in person)
• Coordinate resources across Shift (subject-matter experts, technical support, engineering, etc.) to resolve client issues and meet delivery commitments
• Assess clients’ Anti-Fraud, Claims and Underwriting management strategies and recommend ways Shift products can improve outcomes through increased adoption or configuration changes
• Provide performance updates to project teams and executive-level client leaders (regular business reviews or summaries) focused on adoption trends, business impact, risk areas, and next steps for deeper engagement
• Drive client retention and growth by proactively understanding client goals, measuring success, and recommending solutions that increase value and renewals
• Act as the voice of the customer by collecting feedback on the customer experience, and product functionality, and communicating prioritized insights to Shift leadership teams
• Identify and cultivate client advocacy opportunities (testimonials, case studies, references, speaking opportunities) and manage the process to secure them

Requirements:

• Minimum 4 years of experience in insurance fraud detection and at least 2 years of experience leading teams or projects/initiatives
• Demonstrated experience leading client meetings with participants ranging from front-line staff to Vice Presidents or other senior leaders
• Experience demoing solutions, collaborating with external partners, contributing ideas to improve existing products, and proposing new solution concepts; familiarity with current P&C insurance trends
• Excellent oral, written, and non-verbal communication skills; ability to simplify complex topics, tailor messages to different audiences, and deliver memorable presentations using storytelling
• Practical experience managing projects end-to-end (planning, coordinating resources, tracking progress, and delivering outcomes)
• Ability to analyze raw data and KPIs to extract actionable insights and inform decisions
• Experience creating or modifying operational workflows to improve efficiency or outcomes
• Ability to build strong client relationships and act as a trusted advisor to influence strategy and adoption
• Prior experience in the insurance industry (P&C or relevant lines)
• At least 3 years of proven experience managing accounts at a SaaS company
• Experience leading end-to-end software implementations in a SaaS environment (requirements, configuration, testing, training, go-live, and post-launch support)
• Demonstrated ability to manage several client accounts at once, prioritizing workload and delivering consistently across them
• Experience partnering closely with Delivery teams and Data Science—coordinating deliverables and driving outcomes jointly