Sr. Customer Success Manager

Applied Systems, Inc. • Chicago, IL

1d • Hybrid

About The Position

EZLynx, a division of Applied, is committed to transforming the insurance industry by providing innovative solutions to improve how independent insurance agents work. They are pioneers in Real-Time Rating and seek out-of-the-box thinkers. The company is searching for a Senior Customer Success Manager to join their Customer Success team in a hybrid role, based out of their Lewisville, TX or Chicago, IL office. They are looking for team players who value diverse experiences, welcome challenges, take risks for better customer outcomes, and can have 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 (preferred)

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
• Adoption and portfolio health improve across complex accounts (measured by usage/feature adoption targets and health score trends)
• Renewal risk is surfaced early and reduced (documented risk plans in place well ahead of renewal-critical windows)
• Executive success conversations drive decisions and action (QBR/async outputs include priorities, owners, timelines, and success criteria)
• Executive credibility is maintained (measured by stakeholder engagement, follow‑through on commitments, and customer feedback when available)
• Fewer late-stage surprises (escalations are proactively managed and communicated before they become urgent or renewal-threatening)

Benefits

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday
• A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees