Lead Customer Success Manager

About this role

<div class="content-intro"><div> <div class="standard-markdown grid-cols-1 grid [&_>_*]:min-w-0 gap-3 !gap-3.5"> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">What We Do</span></h3> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">Insurance is a $10T industry still running on PDFs, email threads, and manual reconciliation. Ascend is changing that. We built the first and only complete financial operations platform purpose-built for insurance — combining AI-powered accounting automation, payments, and premium financing in a single vertically integrated solution. In five years, we've become the market leader: over 4,000 businesses, including more than half of the 50 largest brokers in the country, trust Ascend to bring clarity to complex accounting operations — from collection to close.</span></p> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold"><span style="font-size: 12pt; color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif;">How We Do It</span></h3> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><span style="font-size: 12pt; color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif;">Ascend automates the financial operations that insurers, MGAs, and agencies run every day — and embeds directly into the transactions where money actually moves.</span></p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><span style="font-size: 12pt; color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif;">AI is driving the cost of software toward zero. The companies that win won't just sell tools — they'll capture value at the point of the transaction itself. Ascend is built for exactly that moment. Our customers don't just adopt software; they unlock measurable efficiency with a proven 5–7x return on investment.</span></p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><span style="font-size: 12pt; color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif;">Our 70+ person team, based in San Francisco and Columbus, brings together deep expertise in insurance, fintech, and AI to build infrastructure the industry has never had.</span></p> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold"><span style="font-size: 12pt; color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif;">Why We Do It</span></h3> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><span style="font-size: 12pt; color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif;">The insurance industry intermediates trillions of dollars — and almost none of that infrastructure was built for the modern era. Legacy systems aren't just inefficient; they're a ceiling on what the industry can become.</span></p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><span style="font-size: 12pt; color: rgb(0, 0, 0); font-family: helvetica, arial, sans-serif;">Ascend's mission is to become the leading financial automation platform for insurance by 2030 — powering the financial operations of the entire industry and transforming the way trillions of dollars move. We're not building another point solution. We're building the financial backbone of insurance.</span></p> </div> </div> <div class="h-8"> </div></div><p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><strong>Your Role</strong> </span><br><br><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">We are looking for a relationship driven, strategically minded Customer Success Manager to lead and scale our post-implementation Customer Success function. This role will own the end to end lifecycle of Ascend's highest value customers, serving as a trusted advisor to C-suite and senior stakeholders while driving strong adoption, retention, and expansion. You'll balance hands-on account management with long-term strategic thinking by building repeatable motions, surfacing customer insights, and partnering cross-functionally to influence product direction and drive durable growth.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><strong>Responsibilities will include</strong></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Objective #1: In your first 30 days, you will:</span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Dive deep into Ascend's product, customer segments, and current Customer Success processes and tools</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Build foundational relationships with internal partners across Sales, Product, and Product…