Senior Customer Success Manager
$160,000–$180,000 year
RemoteCanada
Job Summary
Own the entire post-sales experience for enterprise-level customers, managing onboarding, renewals, up-sells, and strategic account management. Act as a trusted advisor by working cross-functionally with Technical Program Managers and the Forward Deployed Engineering Team to guide customers through project management and technical implementation requirements. Listen deeply to users to solve people problems in the insurance ecosystem, ensuring all account issues are quickly resolved with internal resources. Build strong relationships with key stakeholders while using data to develop insights on customer business needs and product utilization. Drive product adoption and value realization to maximize success, retention, growth, and expansion for post-go-live customers.
Required Qualifications
- 7+ years of experience in SaaS
- ideally at least 3+ of those in P&C, Specialty Insurance, or Insurtech
- Proven experience partnering with large enterprise level organizations in customer success, customer service or other client-facing, relationship management positions
- Renewal or commercial revenue ownership experience
- Outstanding ability to take a consultative approach, communicate and nurture positive business relationships
- Accountability, and personal organization are essential
- project management skills
- agile methodology are a plus
Desired Qualifications
- Experience in leading a diverse group and training each according to needs and core values
- Both a leader and a do-er, able to be both strategic and effective at execution
- Strong business acumen and executive presence to convey credibility at all stages
- A business, risk management, communications or marketing degree is helpful
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