Customer Success Manager

{"description": " 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. Just as importantly, we empower our people-providing the tools, support, and opportunities they need to grow and succeed.

We don't just make bold promises-we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.

While our technology sets us apart, it's our people who truly make the difference. At Insurity, you'll collaborate with some of the most creative and knowledgeable minds in insurance tech-in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.

Ready to grow your career with an industry leader? Apply today-we're excited to welcome you. #UatInsurity

Insurity's Next Customer Success Manager

We're seeking a dynamic and versatile Senior Customer Success Manager to join our team and play a pivotal role in driving 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 be responsible for building strong in-person relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and that their utilization of the Insurity Marine Suite Product is appropriately leveraged to drive these objectives. This role requires domain knowledge in Marine Cargo Insurance, is based in North America, and requires regular in-person engagement with clients and partners.

What Our Senior Customer Success Manager Will Do

Relationship Management

• Primary point of management contact for assigned customers
• Accurately capture minutes / actions from meetings
• Prepare professional presentations/reports and effectively 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 the customer experience and loyalty measures in place (NPS, references, etc.)
• Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities
• Demonstrate thorough knowledge of customers' business challenges, opportunities and how our products and solutions address them
• Uncover potential cross-sell and upsell opportunities

Enhancement Delivery

• Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product specific procedures.
• Draft change requests and Statements of Work for small to medium complexity enhancements
• Demonstrate an understanding of revenue recognition and account measurements

Internal Process

• Demonstrate competency in all internal processes & practices
• Support Continuous Improvement initiatives
• Provide mentorship to team members
• Stay up to date on industry and job related trends and best practices, including reading relevant publications, articles, blogs, etc.
• Other duties as assigned

Who We're Looking For

• Minimum 1- 3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software
• Minimum 1-3 years' experience minimum in customer success related role, interfacing and working directly with customers.
• Bachelor's degree in related field (equivalent work experience may be considered)
• Ability to create succinct, audience relevant, objective oriented written documentation (emails, PowerPoint, Word documents etc.)
• Analytical and critical thinking
• Written and oral English communication
• Time management including work planning, prioritization, and organization
• Ability to handle multiple priorities or tasks
• 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 Acumen
• Technical Acumen
• Software Development Acumen
• Change management
• Ability to articulately present 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

What's In It For U

Work Where You Thrive
Find the work environment that supports your best-whether that's remote, in-office, or hybrid-depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.

Take Time When You Need It
We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.

Benefits That Start on Day One
Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day-because we know how important these are to you.

Living Our Values Every Day

Our core values are more than words on a wall-they guide how we hire, grow, and retain the very best talent.

Award-Winning Onboarding
From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.

Grow Your Career from Within
We believe in promoting from within. In fact, over 20% of our open roles are filled by internal candidates.

Mentorship That Matters
Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.

Stay Connected with Coffee for Two
Our unique internal networking program helps you build meaningful connections across teams and departments-one virtual coffee chat at a time.

Keep Learning, Always
Fuel your growth with full access to LinkedIn Learning and Kaplan-because continuous development is key to success.

Invest in Your Future-And Your Family's
Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.

Earn When You Refer
Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.

We have five Core Values at Insurity; one of which is to Act with Integrity . Providing pay transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles according to market trends to not only ensure our employees are paid fairly, but also help close gender, race, and disability wage gaps. Along with the benefits listed above, the career level salary range for this role is $60 000 to $103,000. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview.

Languages for Qu\u00e9bec candidates: The knowledge of French is required for positions permanently located in Quebec. The English language is required for this position in order to communicate with clients, partners, and colleagues, who are strictly located outside of Qu\u00e9bec. French-language training will be offered to candidates who do not have a good knowledge of French.

Insurity is proud to be an Equal Opportunity Employer

We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.

#LI-Remote ", "salary_raw": "USD 60.00 per hour"}