Customer Success Manager

Ascend•San Francisco, CA

6d•Onsite

About The Position

Ascend is transforming the insurance industry, a $10T sector currently reliant on outdated systems like PDFs and manual processes. We offer the first and only comprehensive financial operations platform designed specifically for insurance. Our solution integrates AI-powered accounting automation, payments, and premium financing into a single, vertically integrated system. In just five years, Ascend has become the market leader, trusted by over 4,000 businesses, including more than half of the top 50 brokers nationwide, to streamline complex accounting operations from collection to close. Our platform automates daily financial operations for insurers, MGAs, and agencies, embedding directly into transaction points. We believe that companies will succeed by capturing value at the point of transaction, not just by selling tools. Ascend delivers measurable efficiency and a proven 5-7x return on investment for our customers. Our team of over 70 professionals, based in San Francisco and Columbus, possesses deep expertise in insurance, fintech, and AI, dedicated to building essential industry infrastructure. The insurance industry handles trillions of dollars, yet much of its infrastructure is outdated. Ascend's mission is to become the leading financial automation platform for insurance by 2030, powering the industry's financial operations and revolutionizing how trillions of dollars are managed. We are building the financial backbone of the insurance industry, not just another point solution.

Requirements

3+ years of experience in related roles.
Prior experience managing high-value enterprise customer relationships in B2B SaaS or Fintech environments.
Comfort operating in the ambiguity and pace of a high-growth startup.
Strong written and verbal communication skills.
Ability to navigate executive-level conversations and complex subject matter.
A consultative, relationship-first approach to customer success.
Proven track record of renewals and expansion.

Nice To Haves

Background in insurance, financial services, or fintech is a plus.

Responsibilities

Own the end-to-end lifecycle of Ascend’s highest value customers, serving as a trusted advisor to senior stakeholders.
Ensure strong adoption, retention, and expansion of Ascend's platform within customer accounts.
Balance hands-on account management with long-term strategic thinking.
Build repeatable customer success motions and processes.
Surface customer insights to inform product and business decisions.
Partner cross-functionally to drive durable customer growth.
Manage a portfolio of mid-market and enterprise customers.
Conduct regular touch-points with executive stakeholders and day-to-day users.
Develop a deep understanding of customer workflows, goals, and success metrics.
Provide actionable insights to improve customer adoption and outcomes.
Lead core customer operations including business reviews and feature rollouts.
Coordinate complex issue resolution with Product Support.
Fully own the post-implementation customer lifecycle, including renewals and expansion motions in partnership with Sales and Product.
Act as the voice of the customer internally, surfacing trends, risks, and opportunities.
Help define and refine scalable Customer Success best practices.
Deliver a world-class enterprise customer experience.