Customer Success Manager

Converge Insurance combines cyber insurance and technology to provide cyber risk solutions. The Customer Success Manager owns carrier-partner relationships and supports onboarding, platform adoption, training, operational coordination, and partner growth.

Responsibilities:

• Serve as the primary relationship manager for our current and future carrier-partners, acting as a trusted advisor and strategic liaison
• Understand carrier-partner needs, challenges, and integration requirements, ensuring alignment across product, underwriting, engineering, and operations
• Ensure carrier-partner satisfaction and promote long-term engagement and expansion opportunities
• Coordinate onboarding of carrier-partner teams across underwriting, actuarial, distribution, and operational functions
• Lead training on Converge platform capabilities and workflow processes
• Create and maintain enablement materials, training documentation, and carrier-partner resources
• Partner with underwriting, engineering, actuarial, distribution, support, and compliance to address needs, prioritize issues, and support feature development
• Coordinate platform releases, enhancements, and support escalations
• Facilitate communication and integration activity with external broker and technology partners
• Manage meeting schedules, workstream alignment, and milestone tracking for carrier-partner onboarding and expansion, and keep requests aligned with agreed commitments
• Support data, reporting, and analytics needs for carrier performance, program metrics, and capacity planning
• Assist in discussions and readiness for new product launches and international expansion
• Provide feedback to product and engineering teams on platform improvements and market needs
• Support long-term capacity relationship strategy and operational readiness

Requirements:

• Global insurance experience, with exposure to multiple markets or jurisdictions and an understanding of how regulation, distribution, and products differ between them
• Ability to translate local market and regulatory requirements into clear inputs for product, underwriting, and engineering teams
• 5+ years experience in insurance (preferably cyber, specialty, or commercial P&C)
• Experience working with underwriting, distribution, broker relations, or carrier program operations
• Demonstrated success in relationship-driven, customer-facing roles
• Excellent communication, stakeholder management, problem-solving, and organizational skills
• Ability to operate in a highly dynamic, fast-moving environment with competing priorities
• Strong business judgment, professionalism, and executive-level presence
• Bachelor's degree
• Australian insurance market experience, preferably in commercial and specialty lines
• Working knowledge of Australian broker distribution, licensing, and the regulatory environment
• Australian cyber insurance experience (underwriting, product, broking, claims, or program management)
• Digital distribution experience
• Experience in customer success, program management, or carrier relationship management
• Exposure to InsurTech, digital underwriting, technology platforms, or automation workflows
• Background in cyber underwriting or digital production underwriting
• Ability to interface across technical and non-technical audiences