Customer Success Manager (Network)

Momentum AMP provides technology that helps independent insurance agencies connect, quote, and grow. The Customer Success Manager owns relationships and outcomes for member agencies in large insurance networks, supporting onboarding, escalations, renewals, education, and technical issue resolution.

Responsibilities:

• Serve as the primary point of contact for a defined book of member agencies within large insurance networks
• Contribute to the relationship with network leadership, partnering with Sales and Enterprise teams who hold the organization-level relationship
• Coordinate with Enterprise implementation and SMB project management teams during onboarding, and take over the relationship at go-live
• Own recovery for member agencies during escalations
• Prepare the weekly network CX update, drawing on Freshdesk, Slack, email, and meeting notes
• Prepare for and participate in the weekly network standup with Sales and Enterprise
• Own the webinar and education calendar for member agencies: scheduling, publishing, and managing attendance
• Monitor account health, usage, and risk indicators and act early when engagement drops. Own renewals and spot expansion opportunities based on workflow needs and agency growth
• Troubleshoot technical issues to root cause with Support, Product, and Engineering, document everything in Freshdesk, and push for process or product fixes when patterns repeat
• Support other client accounts as directed by Client Success leadership

Requirements:

• Direct experience working with a P&C insurance network, meaning master agencies or an organization of member agencies, and a working understanding of how networks, member agencies, and carriers interact
• Hands-on experience with agency management system migrations
• 3+ years in Client Success, Implementation, or Account Management at a SaaS or insurtech company
• Proven ability to build trust in a close-knit community and protect your reputation and ours
• Demonstrated experience using AI in Client Success: you use it day to day to work faster and serve clients better, and you have turned it into repeatable processes
• Work comfortably with executive stakeholders and escalate early and clearly when a member agency is at risk
• Comfort working with executive stakeholders and communicating clearly across leadership, Sales, Implementation, and Support
• Strong project coordination and troubleshooting skills: you keep customers on timeline and understand system behavior well enough to find root causes, not just escalate
• Proficiency with Ticket Management, Zoom, Slack, and Google Workspace
• Strong organizational instincts and sound judgment when working independently
• Experience running webinars or education programs for groups of agencies
• Existing relationships or credibility in the independent agency network community