Customer Success Manager (Customer Account Manager)

Silvervine Software•Warner Robins, GA

About The Position

This Customer Success Manager role carries a blended portfolio spanning both high-complexity strategic accounts and efficiently managed standard accounts. You will serve as the primary point of accountability for a defined book of business, owning client relationships, driving delivery outcomes, and ensuring Silvervine’s commitments are met. This is a senior individual contributor role. You will not manage the CS team but are expected to operate with a high degree of autonomy, set the standard for delivery quality, and represent Silvervine credibly at the executive level.

Requirements

Experience managing a blended portfolio of strategic and standard accounts.
Proven ability to build trust with C-suite and VP-level stakeholders.
Experience coordinating with engineering, BA, and QA resources.
Experience monitoring project health and professional services utilization.
Experience leading Quarterly Business Reviews, executive check-ins, and strategic planning sessions.
Experience identifying, positioning, and managing organic expansion and renewal opportunities.
Experience managing scope and change order conversations.
Experience representing client needs internally.
Proficiency with Jira and Confluence for delivery tracking and documentation.

Nice To Haves

Experience in the P&C insurance software industry.
Familiarity with Silvervine's policy administration system.

Responsibilities

Own a blended book of business - providing high-touch, consultative engagement for complex strategic accounts while maintaining consistent, efficient coverage across standard-tier clients.
Serve as the primary relationship owner for assigned accounts, building trust with C-suite and VP-level stakeholders and acting as a credible advisor on how Silvervine solutions support their business goals.
Drive accountability across implementation, configuration, and support workstreams by coordinating closely with engineering, BA, and QA resources without requiring management escalation.
Monitor project health and professional services utilization; identify risk early and take action - whether that means an internal realignment or a direct client conversation.
Lead Quarterly Business Reviews, executive check-ins, and strategic planning sessions with clarity and confidence.
Identify, position, and manage organic expansion and renewal opportunities by understanding client roadmaps, contract structures, and commercial terms — including leading client conversations for renewals and price increases in partnership with Sales and Leadership.
Manage scope and change order conversations proactively, with a clear understanding of SOW boundaries and professional services dynamics.
Represent the voice of the client internally - surfacing patterns, escalating product feedback, and contributing to CS process improvement.
Use Jira and Confluence to manage delivery tracking, document client-facing decisions, and maintain transparent project visibility across internal teams.