Customer Success Manager

Insurity's Next 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 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 customers

Enhancement Delivery

Internal Process

Who We're Looking For

What's In It For You

Work Where You Thrive Find the work environment that supports your bestwhether that's remote, in-office, or hybriddepending 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 daybecause we know how important these are to you.

Living Our Values Every Day Our core values are more than words on a wallthey guide how we hire, grow, and retain the very best talent.

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 20% 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.

Stay Connected with Coffee for Two Our unique internal networking program helps you build meaningful connections across teams and departmentsone virtual coffee chat at a time.

Keep Learning, Always Fuel your growth with full access to LinkedIn Learning and Kaplanbecause continuous development is key to success.

Invest in Your FutureAnd 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 salary range for this role is $60,000 - $103,000, commensurate with experience.

Languages for Qubec candidates : The knowledge of French is required for positions permanently located in Quebec. The English language is required for this position in order to communicate with clients, partners, and colleagues, who are strictly located outside of Qubec. French-language training will be offered to candidates who do not have a good knowledge of French.

Insurity is proud to be an Equal Opportunity Employer We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and / or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.

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