Customer Success Manager

We're growing! Sure is looking for a Customer Success Manager (CSM), Agency Partnerships to own the success and growth of Sure's Agency partner relationships. You are the primary relationship owner accountable for partner health, Gross Written Premium (GWP) growth, and program outcomes across your assigned accounts. You own the relationship; the Product Implementation Manager (PIM) owns delivery. This role sits within the Strategic CS segment of Customer Success and reports to the VP of Customer Success. Agency partners are insurance carriers and specialty distributors who embed Sure-powered programs into their distribution channels. This role requires someone who understands both the insurance business and the embedded technology layer. This is a high-visibility role at a company that moves fast and ships the insurance programs that real customers interact with every day. If you thrive at the intersection of strategic relationship management, business outcomes, and cross‑functional execution — and you want to see your work show up in GWP growth and partner programs that reach millions of people — this role was built for you. What you'll do Partner Relationship Management Serve as the primary point of contact for assigned Agency partners, owning all strategic and operational aspects of the relationship Build trusted, multi‑threaded relationships across each partner organization — from ops contacts to executive sponsors, including stakeholders in product, distribution, and operations Develop and maintain a Partner Success Plan for each assigned account, tying Sure's roadmap and performance to the partner's business goals Lead regular business reviews and partner check‑ins; anticipate needs, surface risks early, and drive resolution with urgency GWP Growth & Business Outcomes Own GWP performance for your book — know the number, know the drivers, and have a clear point of view on what's moving the needle and what isn't Proactively identify growth opportunities: new programs, distribution improvements, product expansion Surface partner product gaps and feature requests into EPD's prioritization process with clear business framing Partner closely with assigned PIMs to ensure strategic context informs delivery decisions Program Oversight & Cross‑Functional Coordination Maintain visibility into all active implementation programs for your accounts — you don't own delivery, but you own the partner's perception of it Escalate issues that require strategic attention or executive involvement beyond the PIM's scope Communicate program status, risks, and milestones to partner stakeholders proactively and professionally Maintain accurate partner health, activity, and GWP data in Attio; own CRM hygiene for your accounts What we're looking for 5+ years in customer success, account management, or partnerships — insurtech, fintech, or B2B SaaS strongly preferred Genuine familiarity with the insurance business — you understand how carriers, distributors, and programs work, not just the SaaS layer on top Experience owning GWP, ARR, or revenue metrics for a book of accounts Proven ability to build multi‑threaded relationships across partner organizations, from ops to C‑suite Clear communicator in writing and in meetings; able to run QBRs and executive business reviews independently Comfortable operating as a strong influencer without direct authority across EPD, Sales, and Implementation teams Sure is currently hiring employees with residence in the following states: AZ, CA, CO, FL, GA, MD, MA, MI, NE, NJ, NM, NY, OR, PA, SC, TX, UT, WA #J-18808-Ljbffr