Customer Success Associate

Who we are:

Welcome to Archipelago, where we're redefining the landscape of commercial property and casualty insurance with a powerful AI platform that helps drive meaningful business decisions and value for their clients as easily and efficiently as possible. By equipping brokers with our Agent, Hub, and Platform, we empower our customers to navigate the complexities of property and casualty insurance with confidence and control.

Archipelago was founded in 2018 and serves many of the world’s largest commercial P&C brokers and their clients, representing over 2,500 of the world's largest and most dynamic portfolios to improve their data and better represent their risks. Join us at Archipelago and be part of a team dedicated to enabling commercial property and casualty insurance brokers with AI agents. We're seeking individuals with a passion for innovation, a commitment to excellence, and a drive to further elevate and empower our customers.

If you're ready to make a meaningful impact and be part of a dynamic, forward-thinking company, we invite you to explore our job opportunities and join us on our journey to keep data accurate and workflows seamless.

NOTE:
Candidate is to be located in New York, NY metro area only as we are looking to build co-located clusters of employees that can meet in an office for collaboration and design in a hybrid schedule.

Who you are:

Archipelago is seeking a Customer Success Associate to join our growing team. As a Customer Success Associate, you will be responsible for supporting one or more Customer Success Manager’s book of enterprise accounts from initial engagement to fully developing and realizing the value proposition. You will join in forming enduring relationships that create grassroots and viral demand for Archipelago’s solution. As a byproduct of your engagement and relationships with key direct and channel customers, you will frequently interface with others supporting the account teams, including other department members to help develop and evolve the Archipelago value proposition and platform requirements.

Ideally, you have professional experience in account and delivery management, strong customer relationship experience, and comfort working with and understanding data. Experience working in the Software-as-a-Service (SaaS) and/or commercial insurance industries are considered a big plus.

• Support customer onboarding plans and timelines, prioritizing value delivery
• Collaborate with customer success managers to ensure customer deliverables are synchronized with expectations and repetitive problems are resolved with long term solutions.
• Communicate and consult with customers to align platform deployment timing and configuration. Track timeline and dependencies, including change management.
• Support business reviews and ongoing training, as required.
• Support compilation and messaging of customer feedback and requirements to the product management and product marketing teams to improve service quality.
• Contribute to the continuous improvement, accuracy and efficiency of the customer onboarding process
• Lead management of customer facing FAQs, user guides, and in-app engagements.
• Interpret and diagnose data-related discrepancies to guide appropriate teams to troubleshoot.
• Maintain Support Service Level Agreements (SLA).

• Identify key customer issues and drive monthly user activity for designated customers through application user engagement and relationship building.
• Develop and implement digital-driven processes and communication to streamline existing customer engagements (automation through Gainsight, Pylon, and Salesforce).
• Lead the inbound support responsibilities for the CSM team achieving stated response times and satisfaction ratings.
• Assist the CSM team to achieve less than 10% churn.
• Demonstrate growth toward successfully leading assigned customers through the customer onboarding process.

• A minimum of 2 years of experience in account management, customer success, and/or consulting in a B2B client-facing position.
• Critical thinking and problem-solving capabilities; proficiency in data / business…