Senior Customer Success Manager

About the role

Please note that Insurity will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video or telephone call, with a Recruiter and/or company employee(s).

We will never ask for any money or payments from applicants at any point in the recruitment process. Recruiters will only reach out from an insurity.com email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with @insurityjobs.us. Be aware of suspicious recruitment activity.

Insurity's Next Senior Customer Success Manager

As a member of the Customer Success Team, your focus will be on building and enhancing positive relationships with our existing customers and helping them gain access to resources and tools to be successful using Insurity's products. With a focus on our Insurity Decisions Suite, the customers you will work with vary from Medium to Large Commercial Carriers.

What Our Senior Customer Success Manager Will Do

Relationship Management

• 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

Enhancement Delivery

• 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

Internal Process

• 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

Who We're Looking For

• 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
• Nice-to-have: Experience with Customer Success Management or CRM tools
• Nice-to-have: Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures.
• Nice-to-have: Strong understanding with the software development and deployment lifecycle.
• Travel required is less than 10%

What's In It For U

Work Where You Thrive

Find the work environment that supports your best-whether that's remote, in-office, or hybrid-depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.

Take Time When You Need It

We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.

Benefits That Start on Day One

Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day-because we know how important these are to you.

Award-Winning Onboarding

From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.

Grow Your Career from Within

We believe in promoting from within. In fact, over 25% of our open roles are filled by internal candidates.

Mentorship That Matters

Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.

Insurity Podcasts

Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.

Keep Learning, Always

Fuel your growth with full access to LinkedIn Learning and Kaplan-because continuous development is key to success.

Invest in Your Future-And Your Family's

Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.

Earn When You Refer

Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.

We have five Core Values at Insurity; one of which is to Act with Integrity. Providing pay transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles according to market trends to not only ensure our employees are paid fairly, but also help close gender, race, and disability wage gaps.

Along with the benefits listed above, the career level salary range for this role is $70,000 to $140,000. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview.