Director / VP of Customer Success

Director Of Customer Experience

Convr is an AI underwriting, data, and intelligent document processing workbench that drives world-class customer experiences. It delivers premium growth, insights and efficiency for commercial P&C insurance organizations of all sizes, including many top carriers, MGA's, Brokers and Reinsurers.

Founded in 2016, Convr is solving the greatest challenges of commercial insurance organizations. With rapid advancements in technology, Commercial Insurance Carriers, MGA's, and Brokers are falling short on technology enablement and efficiency deliverance. Outdated business processes, inaccurate data and technologies are holding them back from elevating and delivering on better customer experience.

With Convr, commercial P&C insurers manage the underwriting process from submission to quote with an on-demand software platform with its purpose-built Artificial Intelligence decisioning engine, empowering them to make better decisions, faster. Our vision is to transform the world through data, discovery, decision, and we do that today by empowering commercial insurers with a core underwriting management solution enabling a frictionless experience, delivering superior performance, optimal efficiency, and world-class customer engagement from submission to quote. You can make a difference in the commercial and property insurance industry by joining and leading to digitally transform commercial insurance with modern AI.

Role Overview

The Director of Customer Experience is responsible for leading customer success management functions within the organization. This role will play a critical part in driving customer satisfaction, loyalty, and retention, while ensuring successful product implementations and delivering exceptional customer experiences.

What You'll Be Doing

• Rapidly build rapport with new and existing customers to drive fast time to value and maximize retention.
• Develop strategies for customer retention and partner with cross-functional teams to prioritize and implement.
• Help to create a company-wide culture of Customer Success partnering closely with Business Development, Marketing, and Product teams.
• Provide customer feedback related to the product experience to BD, Marketing, Engineering and Product.
• Develop clear metrics for customer success.
• Develop and implement a comprehensive customer support strategy aligned with the company's overall business objectives.
• Optimize customer support processes and workflows to improve efficiency and reduce response times.
• Analyze customer support data to identify trends and opportunities for improvement.
• Manage the customer experience team resources.
• Drive and foster a high performing team with high engagement.
• Manage and prioritize customer backlog.
• Achieve Renewal, Renewal Lift, Add-on Expansion ARR Targets in conjunction with BD.

Core Requirements

Specific Skills and Experiences

Why Join Convr?

Benefits & Compensation