Customer Success Manager

Ascend•San Francisco, CA

1d•$105,000 - $110,000

About The Position

Ascend is transforming the $10 trillion global insurance industry by combining AI automation with embedded fintech. While insurance represents 7.2% of global GDP, outdated financial infrastructure like PDFs, emails, and manual reconciliation continues to slow the industry down. Ascend is the first and market-leading finance automation platform built specifically for insurance, driving the industry’s rapid digital transformation. In just three years: Trusted by thousands of insurance businesses nationwide Processes billions in transactions annually, growing 200%+ per year Built a world-class team of 50+ across San Francisco and Columbus How We Do It Ascend automates the entire insurance financial lifecycle—from collections and accounting to reconciliations and disbursements—helping businesses streamline operations and increase profitability. In the AI era, software alone is no longer enough. For decades, software costs have declined, and with AI, they’re now in free fall. As both software buyers and builders, we fully embrace this shift—it makes technology more powerful and accessible. However, businesses must also maximize monetization, and the future belongs to those that embed themselves into financial flows rather than simply selling SaaS. That’s why AI + fintech is our edge—seamlessly integrating financial automation into transactions to create real, lasting value. Customers don’t just buy software; they unlock powerful financial efficiencies with a 5–7x ROI. Why We Do It Insurance is a $10 trillion-plus industry running on legacy systems. AI alone won’t fix it, but AI-powered automation embedded into payments and transactions will. Ascend’s mission is to become the leading financial automation platform for insurance by 2030—powering the entire industry’s financial operations while transforming the way trillions of dollars move. Your Role We are looking for a relationship driven, strategically minded Customer Success Manager to scale our 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. You’ll balance hands-on account management with long-term thinking by building repeatable motions, surfacing customer insights, and partnering cross functionally to drive durable growth.

Requirements

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
Build foundational relationships with internal partners across Sales, Product, and Product Support
Begin developing your approach to managing relationships and driving value for sophisticated insurance organizations
Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day to day users
Develop a strong understanding of your customers’ workflows, goals, and success metrics with actionable insights to improve adoption and outcomes
Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues 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 by surfacing trends, risks, and opportunities to inform product and process decisions
Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world class enterprise customer experience