Customer Success Manager / Responsable de la réussite client

Insurity

1d•$60,000 - $103,000•Remote

About The Position

We’re seeking a dynamic and versatile Senior Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Insurity Marine Suite (IMS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. You’ll be responsible for building strong in-person relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and that their utilization of the Insurity Marine Suite Product is appropriately leveraged to drive these objectives. This role requires domain knowledge in Marine Cargo Insurance, is based in North America, and requires regular in-person engagement with clients and partners.

Requirements

Minimum 1- 3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software
Minimum 1-3 years' experience minimum in customer success related role, interfacing and working directly with customers.
Bachelor’s degree in related field (equivalent work experience may be considered)
Ability to create succinct, audience relevant, objective oriented written documentation (emails, PowerPoint, Word documents etc.)
Analytical and critical thinking
Written and oral English communication
Time management including work planning, prioritization, and organization
Ability to handle multiple priorities or tasks
Self-starter and quick learner
Detail-oriented
Active listener
Ability to collaborate and work autonomously
Flexible and adaptable
Expectation Management
Project Management
Process analysis, design, and management
Business Acumen
Technical Acumen
Software Development Acumen
Change management
Ability to articulately present information
Meeting facilitation and management
Ability to disagree and commit
Up to 10% travel required
Demonstrate these skills at a high proficient level:
Data Analysis
Coaching, training and mentoring
Customer Advocacy

Responsibilities

Primary point of management contact for assigned customers
Accurately capture minutes / actions from meetings
Prepare professional presentations/reports and effectively lead customer meetings
Ensure workflow management system and customer-facing tools are up to date
Provide tool self-service support for customers
Understand Customer KPIs; measure and track regularly
Maintain/manage customer expectations and satisfaction
Develop working relationships with Customer System Champions
Independently transition low complexity customers from the implementation team
Ensure contract compliance and accurate billing
Understand the customer experience and loyalty measures in place (NPS, references, etc.)
Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities
Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them
Uncover potential cross-sell and upsell opportunities
Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product specific procedures.
Draft change requests and Statements of Work for small to medium complexity enhancements
Demonstrate an understanding of revenue recognition and account measurements
Demonstrate competency in all internal processes & practices
Support Continuous Improvement initiatives
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

Benefits

Work Where You Thrive
Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.
Take Time When You Need It
We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
Benefits That Start on Day One
Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.
Living Our Values Every Day
Our core values are more than words on a wall—they guide how we hire, grow, and retain the very best talent.
Award-Winning Onboarding
From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
Grow Your Career from Within
We believe in promoting from within. In fact, over 20% of our open roles are filled by internal candidates.
Mentorship That Matters
Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
Stay Connected with Coffee for Two
Our unique internal networking program helps you build meaningful connections across teams and departments—one virtual coffee chat at a time.
Keep Learning, Always
Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
Invest in Your Future—And Your Family’s
Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.
Earn When You Refer
Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.