Senior Customer Success Manager

Insurity is a leading cloud-based software provider for the Property & Casualty market, empowering insurance organizations with innovative solutions. They are seeking a Senior Customer Success Manager to build and enhance relationships with existing customers, ensuring they successfully utilize Insurity's products and services while driving customer satisfaction and retention.

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