Customer Success Manager

Insurity

96d • $60,000 - $103,000 • Remote

About The Position

Insurity is seeking a dynamic and versatile Senior Customer Success Manager to join their team. This role will be pivotal in driving customer success, solution adoption, and strategic growth within the Insurity Marine Suite (IMS) product group. The position is cross-functional, blending Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to P&C Insurance customers. The Customer Success Manager will be responsible for building strong in-person relationships with key stakeholders and partnering with 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
• 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

• Comprehensive health coverage
• Employer-matched retirement savings
• Open PTO Policy
• LinkedIn Learning access
• Kaplan access
• Discounted tuition through partnership with the University of Arizona Global Campus for employee and family
• Employee Referral Bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior