Customer Success Manager - Insurance

Yembo is a fully remote company on a mission to bring trust and transparency to the home services industry. They are seeking a Customer Success Manager to drive long-term value and growth for strategic accounts, ensuring clients realize maximum value from Yembo's services.

Responsibilities:

• Own a book of business & navigate organizations: Manage the end-to-end lifecycle for our most important accounts. You won't rely on a single champion; instead, you'll map out and build multi-threaded relationships across complex P&C carriers, engaging everyone from field adjusters and IT to executive sponsors
• Build rapid trust remotely: As a fully remote CSM, you will build rapport and credibility fast through virtual check-ins and emails. You’ll skillfully read tone and urgency without visual cues to quickly win over busy, sometimes skeptical, insurance professionals
• Be a data storyteller: Don't just pull a dashboard—translate Yembo’s usage and performance data into a narrative that resonates with a carrier’s goals (like claims cycle time, leakage, and adjuster efficiency). You will define, track, and present hard ROI to show leadership exactly how Yembo saves them time and money
• Deliver value through domain fluency: Serve as a trusted advisor who speaks the customer's language. You will learn the nuances of the claims lifecycle, inspection processes, and estimation accuracy to earn credibility and solve real workflow challenges
• Operate with a bias toward action: Remote roles require high autonomy. You will proactively identify gaps—whether it’s a stalled adoption metric, an underused feature, or a process inefficiency—and launch solutions to fix them without waiting to be handed a playbook
• Customer engagement: Deliver engaging enablement sessions and presentations for customers, ensuring clear communication of product features, best practices, and value propositions

Requirements:

• 2-4 years of customer success experience within a high-growth SaaS setting
• Exceptional virtual communication skills, able to establish warmth and professional credibility right from the first touchpoint
• A data-driven mindset and can confidently translate metrics into strategic business outcomes for VPs and C-Suite executives
• Comfortable facilitating discussions regarding budgets, ROI, and expansion across different enterprise departments
• Highly autonomous self-starter who enjoys navigating ambiguous challenges and taking initiative to drive account health
• Domain fluency in insurance/claims workflows, or a demonstrated ability to rapidly learn complex industry languages to earn credibility with end-users
• Proficient with CRM software (e.g. HubSpot, Salesforce) and uses data to inform customer interactions, monitor progress, and report on key metrics