Customer Success Manager

Ascend•San Francisco, CA

3d•$105,000 - $110,000•Onsite

About The Position

Ascend is seeking a relationship-driven, strategically minded Customer Success Manager to scale its post-implementation Customer Success function. This role will own the end-to-end lifecycle of Ascend’s highest-value customers, serving as a trusted advisor to senior stakeholders while ensuring strong adoption, retention, and expansion. The ideal candidate will balance hands-on account management with long-term thinking by building repeatable motions, surfacing customer insights, and partnering cross-functionally to drive durable growth. Ascend is a rapidly growing fintech company that provides a complete financial operations platform for the insurance industry, combining AI-powered accounting automation, payments, and premium financing.

Requirements

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

Nice To Haves

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

Responsibilities

Dive deep into Ascend’s product, customer segments, and current Customer Success processes and tools within the first 30 days.
Build foundational relationships with internal partners across Sales, Product, and Product Support within the first 30 days.
Begin developing an approach to managing relationships and driving value for sophisticated insurance organizations within the first 30 days.
Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day-to-day users within the first 60 days.
Develop a strong understanding of customers’ workflows, goals, and success metrics with actionable insights to improve adoption and outcomes within the first 60 days.
Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support within the first 60 days.
Fully own the post-implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product from 90 days onwards.
Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions from 90 days onwards.
Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world-class enterprise customer experience from 90 days onwards.