[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Insurity is a leading provider of cloud-native insurance software, empowering organizations in the Property & Casualty market. The Customer Success Manager will drive customer success and solution adoption, build strong relationships with stakeholders, and ensure customers leverage the Insurity Marine Suite to meet their strategic objectives.

Responsibilities

• Primary point of management contact for assigned customers
• Accurately capture minutes / actions from meetings
• Prepare professional presentations/reports and effectively lead customer meetings
• Ensure workflow management system and customer-facing tools are up to date
• Provide tool self-service support for customers
• Understand Customer KPIs; measure and track regularly
• Maintain/manage customer expectations and satisfaction
• Develop working relationships with Customer System Champions
• Independently transition low complexity customers from the implementation team
• Ensure contract compliance and accurate billing
• Understand the customer experience and loyalty measures in place (NPS, references, etc.)
• Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities
• Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them
• Uncover potential cross-sell and upsell opportunities
• Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product specific procedures
• Draft change requests and Statements of Work for small to medium complexity enhancements
• Demonstrate an understanding of revenue recognition and account measurements
• Demonstrate competency in all internal processes & practices
• Support Continuous Improvement initiatives
• Provide mentorship to team members
• Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc
• Other duties as assigned

Skills

• Minimum 1- 3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software
• Minimum 1-3 years' experience minimum in customer success related role, interfacing and working directly with customers
• Bachelor's degree in related field or equivalent work experience
• Ability to create succinct, audience relevant, objective oriented written documentation (emails, PowerPoint, Word documents etc.)
• Analytical and critical thinking
• Written and oral English communication
• Time management including work planning, prioritization, and organization
• Ability to handle multiple priorities or tasks
• Self-starter and quick learner
• Detail-oriented
• Active listener
• Ability to collaborate and work autonomously
• Flexible and adaptable
• Expectation Management
• Project Management
• Process analysis, design, and management
• Business Acumen
• Technical Acumen
• Software Development Acumen
• Change management
• Ability to articulately present information
• Meeting facilitation and management
• Ability to disagree and commit
• Up to 10% travel required

Benefits

• Work Where You Thrive Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.
• Take Time When You Need It We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
• Benefits That Start On Day One Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.
• Award-Winning Onboarding From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
• Grow Your Career from Within We believe in promoting from within. In fact, over 25% of our open roles are filled by internal candidates.
• Mentorship That Matters Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
• Insurity Podcasts Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.
• Keep Learning, Always Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
• Invest in Your Future—And Your Family’s Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.
• Earn When You Refer Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.

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