Customer Success Manager

Amplo

17d•$100,000 - $120,000•Remote

About The Position

We empower insurance agencies with the most advanced, flexible, and intuitive agency management system on the market. As a Customer Success Manager, you'll own a book of agency accounts end to end — from post-onboarding handoff through adoption, renewal, and growth. This is a hands-on role. You'll run the day-to-day for your book of business: leading customer conversations, tracking account health, resolving issues alongside Support, and ensuring smooth customer renewals. You'll also help build and refine the processes, playbooks, and automations a growing CX team needs to scale, blending traditional 1:1 relationship management with a one-to-many, digital-first engagement model. Amplo is a startup, and our customers are mid-market agencies with real operational complexity. That means the job is part relationship management, part problem-solving, and part translation: turning what you hear from customers into something Product and Engineering can act on. We're looking for someone who can carry a book confidently today and see around the corner on where accounts, and the program itself, should go next.

Requirements

3–5 years in a Customer Success Manager role within B2B SaaS, serving mid-market or SMB customer accounts including ownership of renewals.
Strong cross-functional collaboration, with a track record of working closely with Product, Engineering, Support, and Sales to drive customer value and advocacy.
Excellent written and verbal communication, across both business and technical audiences.
Adaptable and comfortable working in a dynamic environment with a bias toward action.

Nice To Haves

Experience in insurance or insurtech — agency operations, brokerage, carrier, or a platform serving them.
Working knowledge of Salesforce, particularly on the configuration or admin side.
Experience designing or running a digital-first, one-to-many customer success motion.
Project management or product marketing experience.
The attention to detail to map a customer journey and develop the materials to support it.
Based in Eastern or Central time zone.

Responsibilities

Own a book of mid-market agency accounts, serving as the primary point of contact from post-onboarding handoff through renewal.
Drive adoption of the Amplo platform by understanding each agency's workflows and connecting them to the capabilities that move their business.
Own renewals for your accounts and identify and pursue expansion opportunities.
Monitor account health, surface risk early, and run the plays to address it before it reaches escalation.
Partner cross-functionally with Product, Engineering, Support, and Solutions to translate customer feedback into clear, prioritized input on the roadmap.
Build and refine the operational backbone of the CX function: success plans, QBR templates, health scoring, enablement materials, and automation that makes the team faster.