Senior Customer Success Manager / Responsable principal de la réussite client

About this role

Please note that Insurity will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Recruiters will only reach out from an insurity.com email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with @insurityjobs.us. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here:
Who We Are
Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed.
We don’t just make bold promises—we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.
While our technology sets us apart, it’s our people who truly make the difference. At Insurity, you’ll collaborate with some of the most creative and knowledgeable minds in insurance tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.
Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you. #UatInsurity
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 Insurity Decisions Suite, the customers you will work with vary from Medium to Large Commercial Carriers.
What Our Senior 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, such as product development, sales, and support, 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 thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address them

• Develop strong working relationships with Customer System Champions

• Ensure contract compliance and accurate billing

• Understand the customer experience and loyalty measures in place

• Gain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalities

• Monitor customer satisfaction, identifying potential issues or challenges before they escalate into major problems

• Collaborate 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 needs

• Educate customers on features, benefits, and the value of the service to drive adoption and satisfaction.

• Prepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's business.

• Lead customer meetings effectively, accurately capture minutes, and ensure the completion of all meeting takeaways

• Understand, regularly measure Customer KPIs, monitor usage patterns to proactively address churn risk.

• Transition and onboard customers from the implementation team

• Manage customer escalations and ensure issues are resolved quickly and effectively.

• Ensure workflow management system and customer-facing tools are up to date

• Provide tool self-service support for customer

Enhancement Delivery

• Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product-specific procedures.

• Draft change requests and Statements of Work as required

• Demonstrate an understanding of revenue recognition and account measurements

Internal Process

• Demonstrate competency in all internal processes & practices

• Support Continuous Improvement initiatives

• Successfully meet Insurity training goals

• Provide mentorship to team members

• Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.

• Other duties as assigned

Who We’re Looking For

• 3 years in a customer success role, either within the software-as-a-service and/or insurance industry

• 1 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…