Senior Customer Success Manager​/Responsable senior de la réussite client Remote - À distance

Overview

Insurity is seeking a dynamic and versatile Senior Customer Success Manager to join our team and drive customer success, solution adoption, and strategic growth within our Billing-as-a-Service (BaaS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. The role requires in-person engagement with clients and partners and is based in North America.

We are an Equal Opportunity Employer and commit to diversity, equity, inclusion, and belonging. We provide reasonable accommodations in the application and interview process upon request. For more information about scams, see our candidate safeguards and the FTC resource linked in the original posting.

• Relationship Management:
  Primary point of contact for assigned customers; oversight and management of supports provided by the assigned team.
• Meeting Execution:
  Prepare/review meeting materials and lead customer meetings; ensure workflow management systems and customer-facing tools are up to date.
• Strategic Alignment:
  Understand the customer’s desired strategy and KPIs for partnering with Insurity; guide platform utilization to meet objectives.
• Account Growth & Contracting:
  Identify opportunities for cross-sell/upsell; participate in contract reviews and deal reviews; draft change requests and Statements of Work for enhancements.
• Operational Excellence:
  Track and manage customer health; ensure contract compliance and accurate billing; promote Insurity as a trusted business partner.
• Internal
  
  Collaboration:
  
  Lead internal process improvements; stay current on industry trends and practices.

• Ensure consistent application of customer relationship best practices.
• Lead continuous improvement initiatives.
• Monitor and evaluate customer health.
• Stay informed on industry trends and best practices by reading relevant publications and articles.

• 3+ years minimum in a customer success related role, interfacing with customers directly.
• Ability to create succinct, audience-relevant written documentation (emails, PowerPoint, Word documents, etc.).
• Analytical and critical thinking; strong written and verbal English communication.
• Time management, prioritization, organization; ability to handle multiple priorities.
• Self-starter and quick learner; detail-oriented; active listener; collaborative and autonomous.
• Flexible and adaptable.
• Nice to have:
  Salesforce, Jira familiarity; familiarity with billing, collections, remittance processes.

• Work Where You Thrive:
  Remote, in-office, or hybrid options depending on role and location with Flex First Workforce.
• Take Time When You Need It:
  Open PTO policy for replenishment of rest when needed.
• Benefits That Start on Day One:
  Comprehensive health coverage and employer-matched retirement plans.
• Living Our Values:
  Core values guide hiring, growth, and retention.
• Award-Winning Onboarding:
  Onboarding program designed to set you up for success.
• Grow Your Career from Within:
  Internal promotion emphasis; many roles filled internally.
• Mentorship That Matters:
  Mentorship program with experienced leaders.
• Networking and Learning:
  Internal networking programs; access to Linked In Learning and Kaplan.
• Education Benefits:
  Tuition discounts through University of Arizona Global Campus partnership.
• Referral Bonuses:
  Employee referral program rewards for bringing great people on board.

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