Senior Customer Success Manager

Insurity provides cloud-based software for property and casualty insurance organizations. The Senior Customer Success Manager builds and strengthens relationships with existing customers, helping medium to large commercial carriers succeed with Insurity products, especially the Insurity Decisions Suite.

Responsibilities:

• Manage and grow customer relationships, serving as their primary point of contact
• Act as the liaison and advocate between customers and internal teams, such as product development, sales, and support, to enhance the overall customer experience
• Engage with customers by conducting regular business reviews to ensure alignment between their strategic objectives and Insurity's products and services
• Maintain/manage customer expectations and satisfaction
• Gain and maintain working knowledge of Insurity’s platforms, including new releases, features, and dependencies
• Demonstrate thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address them
• Develop strong working relationships with Customer System Champions
• Ensure contract compliance and accurate billing
• Understand the customer experience and loyalty measures in place
• Gain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalities
• Monitor customer satisfaction, identifying potential issues or challenges before they escalate into major problems
• Collaborate with Sales to develop and execute strategies for customer retention and uncover potential opportunities for upselling or cross-selling additional products or services that meet customer needs
• Educate customers on features, benefits, and the value of the service to drive adoption and satisfaction
• Prepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's business
• Lead customer meetings effectively, accurately capture minutes, and ensure the completion of all meeting takeaways
• Understand, regularly measure Customer KPIs, monitor usage patterns to proactively address churn risk
• Transition and onboard customers from the implementation team
• Manage customer escalations and ensure issues are resolved quickly and effectively
• Ensure workflow management system and customer-facing tools are up to date
• Provide tool self-service support for customer
• Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product-specific procedures
• Draft change requests and Statements of Work as required
• Demonstrate an understanding of revenue recognition and account measurements
• Demonstrate competency in all internal processes & practices
• Support Continuous Improvement initiatives
• Successfully meet Insurity training goals
• Provide mentorship to team members
• Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc
• Other duties as assigned

Requirements:

• 3 years in a customer success role, either within the software-as-a-service and/or insurance industry
• 1 years working with national accounts (not just local or regional) or working with multiple partners
• Strong customer support and emotional intelligence qualities with an ability to understand customers desired strategy and needs
• Strong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written form
• Advanced digital literacy with MS Office (Word, Excel, PowerPoint)
• Self-starter mentality with an eagerness to learn and ability to collaborate and work autonomously, with strong multi-tasking skills
• Experience with Customer Success Management or CRM tools
• Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures
• Strong understanding with the software development and deployment lifecycle