Director of Customer Success, Insurance

Job Description
Director of Customer Success, Insurance
About Us

At Kizen, we build technology that makes AI actually work for people.

Our platform helps organizations automate the workflows that matter most - from helping insurance agents manage contracting and commissions, to enabling healthcare providers to deliver proactive patient care, to empowering financial institutions to classify documents and extract data automatically.

And that's just the beginning. With Kizen, developers can build new enterprise applications, while business users can customize dashboards and agents using AI, low-code, or code - all on the same platform. The possibilities are limited only by imagination.

What used to take months or years to build, configure, and connect now takes just days. Kizen combines powerful pre-built agents and use cases with an enterprise platform for automation and data connection - all built on an AI-first architecture that's easy to adopt, scale, and trust.

We're not chasing hype. We're solving real operational problems and helping the world's most complex organizations work faster, smarter, and more humanely.

Join us in transforming how industries work - one workflow, one agent, and one customer success story at a time.
About the Role

The Director of Customer Success, Insurance at Kizen is a key leadership role responsible for driving net revenue retention, customer growth, and long-term adoption across our global enterprise customer base.

We are looking for a hands-on Director of Customer Success with a history of scaling revenue-driving CS organizations as we bring our next-gen platform to the world. This is an opportunity of a lifetime for someone who wants to be at the heart of the AI movement to better humanity. As the Director of Customer Success, you'll be working directly with our VP of Customer Success to shape Kizen's post-sales strategy and elevate our customer success motion.

In this role, you'll lead our teams responsible for:

• Strategic Retention & Growth: Managing existing customer base renewals, churn reduction, and driving adoption to build highly referenceable customers.
• Team Evolution: Building, scaling, and mentoring a world-class team of CSMs focused on maximizing customer outcomes and revenue expansion.
• Value Realization: Ensuring enterprise customers realize measurable value from Kizen's platform through a blend of technical acumen and commercial leadership.

Key Responsibilities
1. Revenue & Retention Management

Own revenue growth and retention across the existing customer base for our Agent CRM solution. You are responsible for driving expansion, renewals, and advocacy while reducing churn through deep engagement with all customers across the Agent CRM solution.
2. Strategic Account Management

Serve as the primary relationship owner for a defined book of top strategic accounts. Drive executive relationships, manage renewal timelines, identify expansion white space, and ensure accounts are consistently moving up-market.
3. Operational Framework Design

Improve our scalable customer success framework-including segmentation, playbooks, health scoring, and value delivery processes-to take the company to our next chapter of growth.
4. Strategic Cross-Functional Alignment

Partner with Sales leadership for smooth handoffs and proactive expansion opportunities. Collaborate closely with Product and Solutions teams to ensure the voice of the customer directly influences the Agent CRM roadmap.
5. Executive Engagement & Analytics

Lead executive business reviews (EBRs) and strategic success planning for top-tier enterprise customers. Foster a data-driven culture by measuring impact, usage, and ROI across customer segments.
6. Customer Advocacy & Reference Development

Partner with Marketing to build a library of insurance-specific case studies, customer quotes, and reference accounts. Identify referenceable customers and proactively develop advocacy relationships that support Sales cycles and brand credibility.
Requirements

• Industry Leadership: 8+ years in post-sales leadership roles (Customer Success, Account Management) within SaaS organizations.
• Management Experience: 4+ years of direct management experience building and scaling CS teams serving enterprise and strategic customers.
• Revenue Proven: Proven success in owning NRR and expansion targets-you've scaled CS from a focused organization to a revenue-driving organization.
• Strategic Relationship Management: Proven experience managing a named account portfolio with direct ownership of renewal and expansion outcomes.
• Technical Depth: Experience engaging technical stakeholders (Data, AI, or Engineering teams) in large, complex environments.
• Executive Presence: Exceptional communication and the ability to influence C-level audiences.
• CRM Expertise: Direct experience supporting or working within the CRM space.
• Insurance Knowledge: Deep understanding of the insurance industry, including field brokers, call centers, FMOs, IMOs, and Carriers.
• Individual Contributor Grit: Excited…