Customer Success Manager

Customer Success Manager

Reports To: Director of Customer Success

Location: Remote (US Only — Eastern or Central Time Zone Preferred)

We’ve built the system of record for the $200+ billion insurance brokerage and agency market — an industry that forms the backbone of our modern economy. We serve a solid roster of customers including industry leaders like USAA and many others. WR Berkley, a Fortune 500 insurance holding company, led our Series B and provides invaluable strategic partnership as we reshape the insurance technology landscape.

We empower insurance agencies with the most advanced, flexible, and intuitive agency management system on the market. As a Customer Success Manager, you’ll own a book of agency accounts end to end — from post-onboarding handoff through adoption, renewal, and growth.

This is a hands-on role. You’ll run the day-to-day for your book of business: leading customer conversations, tracking account health, resolving issues alongside Support, and ensuring smooth customer renewals. You’ll also help build and refine the processes, playbooks, and automations a growing CX team needs to scale, blending traditional 1:1 relationship management with a one-to-many, digital-first engagement model.

Amplo is a startup, and our customers are mid-market agencies with real operational complexity. That means the job is part relationship management, part problem-solving, and part translation: turning what you hear from customers into something Product and Engineering can act on. We’re looking for someone who can carry a book confidently today and see around the corner on where accounts, and the program itself, should go next.

• Own a book of mid-market agency accounts, serving as the primary point of contact from post-onboarding handoff through renewal.

• Drive adoption of the Amplo platform by understanding each agency’s workflows and connecting them to the capabilities that move their business.

• Own renewals for your accounts and identify and pursue expansion opportunities.

• Monitor account health, surface risk early, and run the plays to address it before it reaches escalation.

• Partner cross-functionally with Product, Engineering, Support, and Solutions to translate customer feedback into clear, prioritized input on the roadmap.

• Build and refine the operational backbone of the CX function: success plans, Q  templates, health scoring, enablement materials, and automation that makes the team faster.

Must-haves

• 3–5 years in a Customer Success Manager role within B2B SaaS, serving mid-market or SMB customer accounts including ownership of renewals.

• Strong cross-functional collaboration, with a track record of working closely with Product, Engineering, Support, and Sales to drive customer value and advocacy.

• Excellent written and verbal communication, across both business and technical audiences.

• Adaptable and comfortable working in a dynamic environment with a bias toward action.

Nice-to-haves

• Experience in insurance or insurtech — agency operations, brokerage, carrier, or a platform serving them.

• Working knowledge of Salesforce, particularly on the configuration or admin side.

• Experience designing or running a digital-first, one-to-many customer success motion.

• Project management or product marketing experience. The attention to detail to map a customer journey and develop the materials to support it.

• Based in Eastern or Central time zone.

• Remote-first environment and ability to work anywhere in the US within 3 hours of EST

• A whole person approach to taking care of you with medical, vision, dental, disability, and life benefits

• 401(k) retirement plan with employer matching and safe harbor vesting

• Meaningful work-life balance with an…