Customer Success Manager

Injala builds AI-powered software for the insurance and risk management industry. Our platform, Injala One, helps brokers, general contractors, and enterprise risk teams manage complex compliance workflows faster and with greater accuracy. We are founder-­led, self-funded, and focused on winning the trust of the industry's largest players by building high-­value products that improve their bottom lines.

Wrap Portal is the industry’s premier wrap-­up management product and a key component of Injala’s product offerings. It is used by several of the largest brokers in the industry and we’re actively growing our client base. It’s a mature product that we continuously invest in, to deliver greater value to our clients and stay ahead of the competition.

We are looking for a Customer Success Manager who will take on several existing clients and grow the number of brokers on our platform. This is a relationship-­first role. Your job is to make sure clients are getting real value from the platform, that their questions and concerns are heard and acted on, and that they feel like they have a trusted partner in Injala, not just a software vendor.

You will be the primary point of contact for a portfolio of clients, working day-­to-­day with insurance brokers and other key players involved in wrap-­up programs. You will also work closely with our product and support teams, which define future development solutions and solve any client bugs.

• Own a portfolio of Wrap Portal accounts and serve as each client's primary point of contact
• Build strong, long-­term relationships with broker/administrators and team leaders
• Run regular meetings to understand how clients are using the platform, surface issues early, and identify opportunities to add more value
• Manage onboarding for new clients and see them through to confident, independent use of the platform

• Translate client feedback, pain points, and feature requests into clear input for the product team
• Proactively identify gaps or improvement opportunities within Injala’s software products.
• Review new features and provide a client perspective before they are released
• Assist Support with gathering additional information from the clients and informing clients what is a bug vs a change request vs expected system behavior

• Ensure our solutions remain aligned with industry best practices.
• Stay informed on regulations, court cases, AI trends, and other industry forces that impact clients.

• 2+ years in a client-­facing role where relationship management was the core of the job
• At least 1 year background in insurance, whether at a broker, carrier, risk management team, or in a CSM role at an insurance technology company
• Strong communication skills, written and verbal, with the ability to adjust your tone and detail level depending on your audience
• Comfortable managing multiple clients and work streams at once while meeting deadlines
• Willingness to put in extra hours when needed and accept challenging tasks
• Problem solving skills and the ability to design solutions for clients
• A committment to quality in all areas of your work
• Able to have a credible conversation about basic insurance concepts, even if you are not a deep technical expert

• Experience working in wrap-­ups
• Experience working with general contractors, construction companies, or subcontractor insurance compliance
• Familiarity with SaaS platforms and how software implementation and onboarding typically works

• Help shape the insurance industry's future by creating advanced technology with your industry expertise.
• Be part of a mission-­driven team obsessed with quality, simplicity, transparency, and collaboration.
• Influence products used by some of the world’s largest brokers and enterprises.
• Competitive salary and comprehensive benefits.