Expert Customer Success Manager

Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground‑breaking, award‑winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission – so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best‑in‑class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK.

Come join our team!

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration.

Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.

This is an office‑based position.

Job Summary:

The Expert Customer Success Manager handles high‑value or complex customer accounts, providing strategic guidance and solutions to enhance customer success. This role requires strong customer‑facing and leadership skills and the ability to create tailored strategies to improve customer outcomes.

• Manage high‑value or complex customer accounts, creating tailored success plans aligned to business goals.
• Drive strategic engagements, renewal planning, and account expansion.

• Lead collaboration across Sales, Marketing, Product, Professional Services, and Support for high‑impact accounts.
• Contribute to cross‑functional planning for product adoption, account strategy, and customer communications.

• Proactively manage customer health and retention by identifying emerging risks, influencing renewal strategy, and driving corrective action.
• Serve as a strong customer advocate and trusted advisor, translating customer needs into clear internal priorities while guiding customers toward measurable value realization.

• Leverage customer data and health indicators to proactively manage engagement and retention, translating insights into actionable improvements.

• Plan and execute strategic engagement cadences across assigned accounts, adjusting frequency and format based on customer lifecycle stage and health signals.

• Engage independently with internal and external parties to support customer needs.
• Coordinate multi‑party communication and ensure clear understanding of customer requirements and alignment between internal teams and external stakeholders.
• Manage complex interactions with minimal guidance and resolve routine cross‑organizational blockers to maintain smooth customer execution.

• Maintain solid working knowledge of customer industry trends, typical use cases, and product capabilities relevant to assigned accounts.
• Apply this understanding to support day‑to‑day customer interactions, identify basic risks and opportunities, and contextualize customer questions or…