Customer Success Manager Remote

Who We Are

Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. We empower our people—providing the tools, support, and opportunities they need to grow and succeed. We are the largest cloud-based software provider for the Property & Casualty market, trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space.

Our culture promotes innovation, teamwork, and continuous learning, with award-winning onboarding from day one. Ready to grow your career with an industry leader? Apply today.

#Uat Insurity

We’re seeking a dynamic and versatile Senior Customer Success Manager to join our team and drive customer success, solution adoption, and strategic growth within our Insurity Marine Suite (IMS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. You’ll build strong in-person relationships with key stakeholders and partner with customers to ensure their strategic objectives are understood and their use of the Insurity Marine Suite Product is leveraged to drive those objectives.

This role requires domain knowledge in Marine Cargo Insurance, is based in North America, and requires regular in-person client engagement.

• Relationship Management
• Primary point of management contact for assigned customers
• Accurately capture meeting minutes and actions
• Prepare professional presentations/reports and lead customer meetings
• Ensure workflow management system and customer-facing tools are up to date
• Provide tool self-service support for customers
• Understand customer KPIs; measure and track regularly
• Maintain/manage customer expectations and satisfaction
• Develop working relationships with Customer System Champions
• Independently transition low-complexity customers from the implementation team
• Ensure contract compliance and accurate billing
• Understand customer experience and loyalty measures (NPS, references, etc.)
• Understand internal customer organization, political landscape, and stakeholder personalities
• Demonstrate thorough knowledge of customers’ business challenges and how our products address them
• Uncover potential cross-sell and upsell opportunities

• Enhancement Delivery
• Facilitate end-to-end management of cross-functional medium complexity enhancements per product procedures
• Draft change requests and statements of work for small to medium complexity enhancements
• Demonstrate understanding of revenue recognition and account measurements

• Internal Process
• Demonstrate competency in all internal processes and practices
• Support continuous improvement initiatives
• Provide mentorship to team members
• Stay up to date on industry trends and best practices
• Other duties as assigned

• Minimum 1-3 years experience in Marine Cargo Insurance, Logistics, or Logistics Software
• Minimum 1-3 years experience in a customer success-related role
• Bachelor’s degree in related field (equivalent work experience may be considered)
• Ability to create succinct, audience-relevant, objective-oriented written documentation
• Analytical and critical thinking
• Written and oral English communication
• Time management, planning, prioritization, organization
• Ability to handle multiple priorities
• Self-starter and quick learner
• Detail-oriented; active listener
• Ability to collaborate and work autonomously
• Flexible and adaptable; expectation management
• Project management, process analysis, design, and management
• Business and technical acumen; software development acumen
• Change management; ability to articulate information
• Meeting facilitation and management; ability to disagree and commit
• Up to 10% travel required

Demonstrate these skills at a high proficient level:

• Data analysis
• Coaching, training, and mentoring
• Customer advocacy

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