Senior Customer Success Manager

Sixfold is an innovative company focused on AI solutions for insurance underwriting. They are seeking a Senior Customer Success Manager to lead customer onboarding and expansion, ensuring clients realize value from their platform while acting as a trusted advisor throughout the customer lifecycle.

Responsibilities:

• Lead a portfolio of customer onboardings and expansion opportunities by identifying business objectives, technical dependencies, potential risks, and critical milestones to ensure customers realize value quickly and effectively
• Become deeply knowledgeable in the Sixfold platform and best practices to guide customers through onboarding, drive long-term adoption, and serve as a strategic trusted advisor throughout the customer lifecycle
• Lead executive and stakeholder business reviews to share strategic insights, track KPIs and success metrics, align on priorities, and identify opportunities for deeper adoption and expansion
• Proactively monitor customer health, adoption, and usage metrics to identify risks, surface opportunities, and resolve issues before they impact customer success
• Partner closely with Sales, Product, and Engineering to ensure a seamless customer experience across onboarding, adoption, retention, and expansion initiatives
• Act as the voice of the customer internally by synthesizing feedback, identifying recurring themes, and advocating for product enhancements that align with customer needs and market trends
• Provide feedback to continuously improve our processes

Requirements:

• You have 7+ years of experience in a Customer Success, Account Management, Implementation Management or similar customer-focused role with Enterprise customers
• You have an AI-native approach to work: You thoughtfully use AI tools to improve productivity, synthesize information, identify patterns, and deliver a higher quality customer experience
• You are highly customer-centric and relationship-driven: You thrive on building trusted partnerships with customers and engaging with them regularly to maximize the value they realize from the product
• You proactively identify friction points, anticipate customer needs, and drive a high-quality experience across every stage of the customer journey
• You are a thoughtful, proactive problem-solver. You enjoy tackling complex challenges alongside customers and are highly detail-oriented in spotting risks, operational gaps, and opportunities before they escalate
• You bring strong judgment, curiosity, and ownership to ambiguous situations -- and you can manage multiple customer initiatives at once without dropping the ball
• You communicate with empathy and clarity. You actively listen, build trust with stakeholders at multiple levels, and translate customer needs into actionable insights that drive alignment and outcomes
• Your written and verbal communication is sharp