[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Insurity is a leading provider of cloud-native insurance software, empowering organizations to capitalize on opportunities in the Property & Casualty market. They are seeking a Senior Customer Success Manager to build and enhance relationships with existing customers, ensuring they effectively utilize Insurity's products and services for their success.ResponsibilitiesManage and grow customer relationships, serving as their primary point of contactAct as the liaison and advocate between customers and internal teams, such as product development, sales, and support, to enhance the overall customer experienceEngage with customers by conducting regular business reviews to ensure alignment between their strategic objectives and Insurity's products and servicesMaintain/manage customer expectations and satisfactionGain and maintain working knowledge of Insurity’s platforms, including new releases, features, and dependenciesDemonstrate thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address themDevelop strong working relationships with Customer System ChampionsEnsure contract compliance and accurate billingUnderstand the customer experience and loyalty measures in placeGain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalitiesMonitor customer satisfaction, identifying potential issues or challenges before they escalate into major problemsCollaborate with Sales to develop and execute strategies for customer retention and uncover potential opportunities for upselling or cross-selling additional products or services that meet customer needsEducate customers on features, benefits, and the value of the service to drive adoption and satisfactionPrepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's businessLead customer meetings effectively, accurately capture minutes, and ensure the completion of all meeting takeawaysUnderstand, regularly measure Customer KPIs, monitor usage patterns to proactively address churn riskTransition and onboard customers from the implementation teamManage customer escalations and ensure issues are resolved quickly and effectivelyEnsure workflow management system and customer-facing tools are up to dateProvide tool self-service support for customerFacilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product-specific proceduresDraft change requests and Statements of Work as requiredDemonstrate an understanding of revenue recognition and account measurementsDemonstrate competency in all internal processes & practicesSupport Continuous Improvement initiativesSuccessfully meet Insurity training goalsProvide mentorship to team membersStay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etcOther duties as assignedSkills3 years in a customer success role, either within the software-as-a-service and/or insurance industry1 years working with national accounts (not just local or regional) or working with multiple partnersStrong customer support and emotional intelligence qualities with an ability to understand customers desired strategy and needsStrong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written formAdvanced digital literacy with MS Office (Word, Excel, PowerPoint)Self-starter mentality with an eagerness to learn and ability to collaborate and work autonomously, with strong multi-tasking skillsExperience with Customer Success Management or CRM toolsTechnical aptitude and familiarity with APIs, cloud platforms, and common SaaS architecturesStrong understanding with the software development and deployment lifecycleBenefitsWork 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 25% 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.Insurity Podcasts Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.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.Company OverviewInsurity provides insurance companies with policy administration, claims, billing, and analytics software. It was founded in 1985, and is headquartered in Hartford, Connecticut, USA, with a workforce of 1001-5000 employees. Its website is http://www.insurity.com.