Customer Success Manager

### Who is ProNavigator?

ProNavigator is a venture-backed insurance technology company on an exciting growth path. We build software powered by machine learning and natural language processing that helps insurance companies boost their operational efficiency, improve team satisfaction, and win more clients. Sage, ProNavigator's AI-powered all-in-one knowledge management system, is used by more than 125 insurance organizations to store, manage, and search business-critical information in a single source of truth.

At ProNavigator, we’re tackling and solving unique challenges. Every day is an exciting new opportunity to collaborate with colleagues as we build a leading-edge platform and support our clients to do their best work. Our culture is built on the values of openness, collaboration, empathy, hard work, creativity and high performance. We’re looking for new team members who will try new things, share their opinion, move fast, think creatively and have fun.

## What’s this role all about?

The Customer Success Manager is the driver behind ensuring our clients are able to realize value from ProNavigator’s Sage solution. You will work closely with our Mid-Market Customer Success team to provide proactive and ongoing support for a portfolio of accounts from initial implementation through to expanding and optimizing adoption.

Your accountabilities in this role will include:

- Driving client adoption and engagement of Sage including creating and implementing change management plans and techniques
- Providing ongoing support to accounts to help troubleshoot issues that arise and working collaboratively with other internal teams to best meet the needs of accounts
- Understanding, reporting and communicating on the status of assigned accounts and using this information to influence strategic priorities around retention and expansion
- Working with the Customer Success team to operationalize the customer success function including developing assets, processes, programs and campaigns to drive a standardized, repeatable and consistently best in class customer experience
- Collaborating with Sales and Marketing teams to support development and implementation of go-to-market activities and customer-facing campaigns as needed
- Developing and maintaining a high degree of expertise regarding the insurance industry, competitive landscape, best practices, innovative trends and ProNavigator’s products to be able to share value-add insights with clients
## What do you need to be successful?
- 4+ years of proven account management experience across the customer journey including implementation, adoption, consulting and sales, preferably within enterprise software or SaaS
- Knowledge of customer success best practices and experience developing, implementing and leveraging standardized customer success programs, processes and assets
- Exceptional verbal and written communication skills with the ability to learn and speak clients’ industry-specific language, understand and reflect their needs and challenges, communicate technical concepts in a digestible format and effectively manage and drive change
- A strong fluency in technology with previous experience understanding and leveraging knowledge about technical concepts, ideally with experience in the software or SaaS industry
- Exceptional problem-solving and analytical skills with the ability to consider multiple and often competing data points, think outside of the box, consider potential solutions from many different sources and create a cohesive solution that balances all inputs
- A keen sense of curiosity that pushes you to constantly learn and seek knowledge that will help you better understand your clients and effectively better manage requests and conversations
- Knowledge of and relationships within the insurance industry is an asset
- Bilingualism in French is an asset
If you need accommodations during the hiring process, let us know at any time and we’ll make sure you’re set up for success.

## What’s in it for you?

We’re looking for the best of the best to join our team and in return, we invest in the things that are important to our team members including:

- 4 weeks of vacation for all employees to give you the time away from work you need
- Unlimited and flexible time off to help you rest and recover when you’re sick or to manage things that come up in your personal life
- Remote-first work environment that gives you the flexibility to work wherever you’re most productive
- $1,000 annual professional development budget so you can pursue growth in the areas related to your career goals
- Competitive total compensation package across salary, variable compensation and benefits
- A culture that focuses on collaboration, transparency and communication and that prioritizes employee feedback as we continue to make investments in our team