Customer Success Manager

Overview Insurity is seeking a Customer Success Manager to focus on the Insurity Decisions Suite, working with Medium to Large Commercial Carriers. Build and maintain positive relationships with existing customers and help them access resources and tools to achieve success using Insurity's products. What Our Customer Success Manager Will Do Relationship Management Manage and grow customer relationships, serving as their primary point of contact. Act as the liaison and advocate between customers and internal teams to enhance the overall customer experience. Engage with customers by conducting regular business reviews to ensure alignment between their strategic objectives and Insurity's products and services. Maintain/manage customer expectations and satisfaction. Gain and maintain working knowledge of Insurity’s platforms, including new releases, features, and dependencies. Demonstrate knowledge of customers’ business challenges and how our products address them. Develop strong working relationships with Customer System Champions. Ensure contract compliance and accurate billing. Understand customer experience and loyalty measures in place. Understand customers’ internal organization, political landscape, and stakeholder personalities. Monitor customer satisfaction and identify potential issues before they escalate. Collaborate with Sales to develop retention strategies and identify upsell/cross-sell opportunities. Educate customers on features, benefits, and value to drive adoption and satisfaction. Prepare and deliver professional presentations and performance insights. Lead customer meetings, capture minutes, and ensure action items are completed. Measure and monitor customer KPIs and usage to address churn risk proactively. Transition and onboard customers from the implementation team. Manage customer escalations to resolve issues quickly and effectively. Ensure workflow management systems and customer-facing tools are up to date. Provide self-service tool support for customers. Enhancement Delivery Facilitate end-to-end management of cross-functional medium complexity enhancements per product procedures. Draft change requests and Statements of Work as required. Demonstrate understanding of revenue recognition and account measurements. Internal Process Demonstrate competency in internal processes and practices. Support Continuous Improvement initiatives. Meet Insurity training goals. Provide mentorship to team members. Stay up to date on industry and job-related trends and best practices. Other duties as assigned. Who We’re Looking For 3 years in a customer success role, preferably in SaaS and/or insurance. 1 year working with national accounts or multiple partners recommended. Strong customer support and emotional intelligence with the ability to understand customers’ strategy and needs. Strong written and verbal English communication skills. Advanced digital literacy with MS Office (Word, Excel, PowerPoint). Self-starter with ability to learn quickly, collaborate, and manage multiple tasks. Nice-to-have: experience with Customer Success Management or CRM tools. Nice-to-have: technical aptitude with APIs, cloud platforms, and common SaaS architectures. Nice-to-have: understanding of the software development and deployment lifecycle. Travel required is less than 10%. What’s In It For You Work Where You Thrive : remote, in-office, or hybrid options depending on role and location. Time Off : Open PTO policy to recharge when needed. Benefits : Comprehensive health coverage and employer-matched retirement savings from day one. Growth & Development : Award-winning onboarding, internal career opportunities, mentorship, and ongoing learning resources. Culture & Values : We live our values, including integrity, diversity, equity, inclusion, and belonging. Compensation Transparency : Salary ranges are analyzed and updated to reflect market trends; for this role the range is $60,000 - $103,000, commensurate with experience. Languages for Québec candidates: Knowledge of French is required for positions permanently located in Québec. English is required for this position to communicate with clients, partners, and colleagues outside Québec. French-language training will be offered to candidates who do not have good French. Insurity is proud to be an Equal Opportunity Employer. We are committed to a diverse, inclusive, and accessible workplace. We will provide reasonable accommodations for applicants with disabilities in the application and interview process. Thank you for your interest in Insurity. Due to high volume, only selected candidates will be contacted. Nous vous remercions de votre intérêt pour Insurity. En raison du volume élevé de candidatures, seules les personnes sélectionnées seront contactées. Location/Referral note: Pointe-À-la-Croix, Quebec, Canada #J-18808-Ljbffr