Senior Customer Success Manager

Applied Systems•Chicago, IL

3d•Hybrid

About The Position

Amazing Career Moments Happen Here Transforming the insurance industry is ambitious, we know. That’s why at EZLynx, a division of Applied, we are committed to transforming every facet of agency life by providing the most innovative solutions to improve how independent insurance agents work every day. We are the Real-Time Rating pioneers in our industry, and we are looking for out-of-the-box thinkers and innovative solution seekers to join our team. Position Overview We’re searching for a Senior Customer Success Manager to join our Customer Success team in a hybrid role out of our Lewisville, TX OR Chicago, IL office. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

Requirements

5+ years of Customer Success with enterprise customer management in a SaaS environment
Strong consulting skills and proven results working as a trusted advisor to drive business value for clients.
Proven success managing complex, multi‑stakeholder accounts
Ability to prioritize, multi-task, and perform effectively under pressure
Exceptional organizational, presentation, and communication skills, both verbal and written
Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
Validated experience with account planning & customer success plans
Effective at leading executive C-level discussions and presentations
Flexibility to travel (approx. 25%)
Bachelor’s degree or equivalent experience

Nice To Haves

Salesforce, Power BI, Excel (or similar)
Strong comfort with AI‑assisted analysis and drafting
Insurance industry and agency network experience

Responsibilities

Own a portfolio of complex, high‑impact customers and multi‑stakeholder networks with clear success and risk plans
Lead executive‑level QBRs (or async equivalents) with a clear point of view
Diagnose adoption maturity and prescribe prioritized, outcome‑driven actions
Drive sustained product adoption tied to customer business outcomes
Proactively manage renewal risk by executing a documented risk plan that moves Yellow/Red accounts to Green
Leverage data and AI to surface trends, risks, and opportunities
Validate insights and tailor recommendations to customer context
Raise the quality and clarity of customer narratives and documentation
Lead cross‑functional resolution for complex issues, setting the plan and holding owners accountable through closure
Influence Product and CX priorities using portfolio trends (adoption blockers, risk themes, and repeatable wins)
Model best practices and informally mentor peers by sharing patterns, talk tracks, and high-quality examples