Senior Customer Success Manager

Who We Are

Insurity’s vision is all about empowerment. Empowering insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical software. It’s also about empowering our team members through tools, training, teamwork, and professional development opportunities.

To talk the talk, we must walk the walk. We are trusted by 22 of the top 25 Property & Casualty insurance carriers and 7 of the top 10 MGAs in the U.S. today with over 400 cloud-based deployments – and more on the way. That’s proof we walk the walk. While our product suites are some of the most compelling in the industry, it’s our team members who deliver the exceptional value and unrivaled industry expertise our customers appreciate from us.

Our team tells us over and over; working at Insurity offers you the opportunity to collaborate with and learn from some of the most creative and knowledgeable minds in insurance technology. You’ll feel welcomed even before you start your first day with us through our award-winning onboarding program.

Take the first step to joining our team by applying today and we look forward to seeing #UatInsurity.

Could you be Insurity’s next Senior Customer Success Manager?

As a member of the Customer Success Team, your focus will be on building and enhancing positive relationships with our existing customers and helping them gain access to resources and tools to be successful using Insurity's products. With a focus on our Insurance Bridge and Marine Specialty Suites, the customers you will work with vary from Medium to Large Commercial Carriers.

What You'll Do

• Develop working relationships with key customer partners
• Independently transition medium complexity from implementation to support
• Advise customer on sequencing and prioritizing of out of scope support tasks
• Ensure contract compliance and accurate billing
• Facilitate product utilization and growth
• Uncover cross-sell and up-sell opportunities and assisting the sales team as needed
• Implement end to end management of large improvements
• Draft change requests and statements of work for small to large complexity improvements
• Prepare all customer facing messaging and lead customer meetings
• Capture and distribute meeting notes with action outputs
• Assist customer with basic product administrative functions
• Understand customer’s strategy for partnering with Insurity and supervising KPI’s to ensure success
• Promote Insurity as a business partner
  
  
  

Enhancement Delivery

• Facilitate end-to-end management of cross-functional enhancements in accordance with product-specific procedures.
• Draft change requests and Statements of Work for small to large complexity enhancements.
• Understand and apply revenue recognition and account measurement principles.
  
  
  

Internal Process

• Participate in the assessment of the quality & effectiveness of customer interaction points and working processes impacting Customer Experience
• Ensure consistent application of Customer Relationship best practices
• Identify and lead Continuous Improvement initiatives
• Participate in internal strategic customer discussions
• Advocate for customers in Product Roadmap discussions
• Perform Customer Portfolio management
• Stay up to date on Industry and Job-related trends and standard methodologies, including reading relevant publications, articles, blogs, etc.
• Track and manage customer engagement plan
• Track and evaluate customer health
  
  
  

Who We’re Looking For

• Minimum of 5 years in a customer success role, either within the software-as-a-service and/or insurance industry
• Minimum of 3 years working with national accounts (not just local or regional) or working with multiple partners
• Strong customer support and emotional intelligence qualities with an ability to understand customers desired strategy and needs
• Strong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written form
• Advanced 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 skills
• Travel required is less than 10%*
  
  
  

What’s In It For U

• Flex First Workforce: Do your work best from home or from one of our office locations; it’s your choice.
• Generous Time Off: Our leadership believes in taking the time you need when you need it through our Open PTO Policy.
• Day One Health Benefits Employer-Matched Retirement Savings: You might think these are table stakes, but we know these matter to you.
• More Than Just Core Values: Our values are fundamental in how we attract, train, and retain top talent.
• Award-Winning Onboarding Program: We set you up from the get-go to make a significant impact from Day One and follow you through your entire first year.
• Real Career Growth Opportunities: We love to promote from within with over 20% of our open roles filled through internal applicants last year.
• Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.
• Internal Networking: Build relationships, network, collaborate, and stay connected with colleagues internally with our one-of-a kind online Coffee for Two program.
• Continuous Learning Opportunities: Own your development with your own LinkedIn Learning Ted@Work Kaplan licenses.
• Discounted University Tuition: Employees and their families can start or continue their university career with less out-of-pocket investment through our partnerships with the University of Arizona Global Campus.
• Employee Referral Bonus: Once you come onboard, give Insurity the biggest compliment you can give by referring someone to work here and earn a cash bonus.
  
  
  

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 salary range for this role is $70,000 - $137,000, commensurate with experience.

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.