Senior Customer Success Manager

Please note that Insurity will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Recruiters will only reach out from an insurity.com email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with @insurityjobs.us. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: Who We Are Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed. We don’t just make bold promises—we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise. While our technology sets us apart, it’s our people who truly make the difference. At Insurity, you’ll collaborate with some of the most creative and knowledgeable minds in insurance tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer. Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you. #UatInsurity Insurity’s Next Senior 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 Senior 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 customer Enhancement Delivery Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product-specific procedures. Draft change requests and Statements of Work as required Demonstrate an understanding of revenue recognition and account measurements Internal Process Demonstrate competency in all internal processes & practices Support Continuous Improvement initiatives Successfully meet Insurity training goals Provide mentorship to team members Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc. Other duties as assigned Who We’re Looking For 3 years in a customer success role, either within the software-as-a-service and/or insurance industry 1 years working with national accounts (not just local or regional) or working with multiple partners Strong customer support and emotional intelligence qualities with an ability to understand customers desired strategy and needs Strong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written form Advanced digital literacy with MS Office (Word, Excel, PowerPoint) Self-starter mentality with an eagerness to learn and ability to collaborate and work autonomously, with strong multi-tasking skills Nice-to-have: Experience with Customer Success Management or CRM tools Nice-to-have: Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures. Nice-to-have: Strong understanding with the software development and deployment lifecycle. Travel required is less than 10% What’s In It For U Work Where You Thrive Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending 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 day—because we know how important these are to you. Living Our Values Every Day Our core values are more than words on a wall—they 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 25% 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. Insurity Podcasts Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole. Keep Learning, Always Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success. Invest in Your Future—And 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 career level salary range for this role is $70,000 to $140,000. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview. 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. #LI-Remote California Privacy Notice for Applicants If you are a California resident, the California Consumer Privacy Act (“CCPA”), as amended by the California Privacy Rights Act (“CPRA”), requires us to provide you with information regarding how we collect, use, and disclose your personal information in connection with your application for employment. By submitting your application, you acknowledge that Insurity may collect, use, store, and process personal information for recruitment, hiring, onboarding, employment, security, compliance, and business operations purposes. This information may include contact information, professional and educational history, qualifications, background check information where permitted by law, and other information you voluntarily provide during the application process. 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