Customer Success Manager

Customer Success Manager Insurtech / Fintech Startup

We are seeking an experienced Customer Success Manager to build and lead the customer success function for a growing technology startup serving the insurance industry. As the company's first dedicated customer success hire, you will have the opportunity to create the processes, structure, and playbook that shape the customer experience from the ground up. If you have a background in P&C insurance, enjoy working in an entrepreneurial environment, and are excited by the opportunity to build something meaningful while influencing the direction of a growing company, this could be an excellent fit.

Our client is a fast-growing financial technology platform that helps MGAs, wholesalers, and insurance agencies modernize how they manage premium funds, billing, payments, reconciliation, and bookkeeping. The platform combines financial infrastructure with technology and AI-enabled tools to simplify complex, manual insurance workflows.

What You'll Do

As the first Customer Success Manager, you will become a key point of contact for customers after implementation, helping them get maximum value from the platform while developing a in-depth understanding of how their businesses operate.

You will work directly with customers to understand their workflows, financial processes, operational challenges, and evolving needs. You will provide ongoing guidance, troubleshoot business and process-related issues, identify opportunities to improve adoption and engagement, and serve as the bridge between customers and internal product, operations, and leadership teams.

You will also have the opportunity to build the customer success function itself, including developing processes, defining customer touchpoints, creating a customer success playbook, establishing best practices, and helping determine how the function should scale as the company grows.

Key responsibilities include:

• Build and establish the company's customer success processes and operating model.
• Serve as a trusted partner to MGAs, wholesalers, agencies, and other insurance customers.
• Develop a deep understanding of each customer's business, workflows, and financial operations.
• Guide customers through post-implementation adoption and ongoing use of the platform.
• Identify opportunities to improve customer engagement, retention, and expansion.
• Work closely with Product, Operations, Sales, and leadership to communicate customer needs and identify product opportunities.
• Help customers navigate premium trust management, billing, payments, reconciliation, commissions, and related financial workflows.
• Develop scalable customer communication, onboarding, training, and support processes.
• Create metrics and processes for monitoring account health, adoption, satisfaction, and customer outcomes.
• Identify recurring customer challenges and help develop solutions that improve both the product and the customer experience.
• Contribute beyond traditional customer success responsibilities as part of a highly collaborative startup team.

What We're Looking For

We are especially interested in candidates who understand the insurance industry and can quickly relate to the day-to-day challenges faced by agencies, brokers, wholesalers, and MGAs.

Strong candidates may come from customer success, account management, insurance operations, servicing, accounting, premium accounting, commission reconciliation, or similar client-facing positions within the P&C insurance industry. Direct SaaS customer success experience is helpful, but it is not required if you have strong insurance knowledge, excellent relationship-management skills, and the ability to learn technology quickly.

Ideal experience includes:

• Strong experience within property & casualty insurance.
• Experience working with insurance agencies, brokerages, MGAs, wholesalers, or carriers.
• Background in account management, client servicing, operations, premium accounting, commission reconciliation, or customer success.
• Strong understanding of insurance workflows and the operational or financial processes behind them.
• Ability to build trusted relationships with customers and understand both their immediate needs and broader business objectives.
• Comfort learning and explaining technology platforms.
• Strong problem-solving skills and the ability to work through ambiguous situations.
• Excellent communication and interpersonal skills.
• Highly self-directed and comfortable working without established processes or a large support structure.
• Entrepreneurial mindset and willingness to roll up your sleeves in a startup environment.
• Interest in helping build processes and systems rather than simply inheriting them.

Why This Opportunity

This is an opportunity to join a roughly 20-person company at an important stage of growth and have a direct impact on how its customer organization develops.

You will not be stepping into a mature customer success department with established processes and rigid procedures. You will help create them.

The successful candidate will have significant visibility across the organization and work closely with company leadership, customers, product, and operations. As the business expands, there is meaningful potential for this role to grow into broader customer success leadership responsibilities.

Compensation & Benefits

• Base salary: $120,000$150,000, depending on experience
• Performance-based bonus opportunity
• Equity
• Medical benefits
• Remote position
• Opportunity for significant professional growth as the company scales

Location

The position is remote, with a preference for candidates located in or near New York City or Austin, Texas.

If you have a strong P&C insurance background and are looking for an opportunity where you can build a customer success function, work closely with leadership, and have a meaningful influence on the growth of an emerging insurtech/fintech company, we would like to hear from you.