Senior Customer Success Manager / Responsable senior de la réussite client
Please note that Insurity will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Recruiters will only reach out from an insurity.com email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with @insurityjobs.us. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: https://consumer.ftc.gov/articles/job-scams.
Who We Are
Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed.
We don’t just make bold promises—we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.
While our technology sets us apart, it’s our people who truly make the difference. At Insurity, you’ll collaborate with some of the most creative and knowledgeable minds in insurance tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.
Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you. #UatInsurity
Insurity’s Next Senior Customer Success Manager
We’re seeking a dynamic and versatile Senior Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Pro Suite product group. You’ll be responsible for building strong relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and supported. You will demonstrate how leveraging Insurity’s products will drive toward those objectives. This role requires domain knowledge in Commercial and Specialty Insurance, is based in North America, and may require regular in-person engagement with clients and partners.
What Our Senior Customer Success Manager Will Do
- Primary point of management contact for assigned customers, as well as oversight and management of support provided by assigned team members
- Review and revise minutes / actions from meetings
- Prepare/review meeting materials for customer messaging and lead meetings
- Ensure workflow management system and customer-facing tools are up to date
- Provide tool self-service support for customers
- Understand customer’s desired strategy and KPI’s for partnering with Insurity
- Lead initiatives to maintain and manage customer expectations and satisfaction, including escalation management
- Develop strong working relationships with key customer stakeholders
- Independently transition medium complexity customers from the implementation team
- Ensure contract compliance and accurate billing
- Participate in contract review process
- Prepare for and participate in Deal Review meetings, as appropriate
- Promote Insurity as a business partner
- Understand and provide guidance on how to positively impact the customer experience and loyalty measures in place (NPS, references, etc.)
- Facilitate platform utilization growth for assigned accounts
- Provide insight into internal customer organization, political landscape, and stakeholder personalities
- Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them
- Monitor customer satisfaction/health to proactively identify challenges and develop mitigation plans
- Prepare and deliver professional presentations to customers, both in-person and virtually
- Uncover potential cross-sell and upsell opportunities while involving other cross-functional teams as needed
- Draft change requests and Statements of Work for small to large complexity enhancements.
Internal Process
- Ensure consistent application of customer relationship best practices
- Lead Continuous Improvement initiatives
- Assist with identifying and closing process gaps
- Track and evaluate customer health
- Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.
Who We’re Looking For
- 3 years minimum in customer success related role, interfacing and working directly with clients
- Ability to create succinct, audience relevant, and objective-oriented written documentation (emails, PowerPoint, spreadsheets, documents, etc.)
- Analytical and critical thinking
- Written and oral English communication
- Time management skills, 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
- Nice to have: insurance designations or certifications
- Nice to have: project management and/or scrum certification
- Nice to have: familiarity with Salesforce, Jira.
What’s In It For U
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.
Living Our Values Every Day
Our core values are more than words on a wall—they guide how we hire, grow, and retain the very best talent.
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 20% 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.
Stay Connected with Coffee for Two
Our unique internal networking program helps you build meaningful connections across teams and departments—one virtual coffee chat at a time.
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.
We have five Core Values at Insurity; one of which is to Act with Integrity. Providing pay transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles according to market trends to not only ensure our employees are paid fairly, but also help close gender, race, and disability wage gaps. Along with the benefits listed above, the career level salary range for this role is $70,000 to $137,000. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview.
Languages for Québec candidates: The knowledge of French is required for positions permanently located in Quebec. The English language is required for this position in order to communicate with clients, partners, and colleagues, who are strictly located outside of Québec. French-language training will be offered to candidates who do not have a good knowledge of French.
Insurity is proud to be an Equal Opportunity Employer
We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.
#LI-Remote
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- Point de contact principal pour la gestion des clients assignés, ainsi que supervision et gestion du soutien fourni par les membres de l'équipe assignés.
- Examiner et réviser les procès-verbaux et les mesures prises lors des réunions.
- Préparer et examiner les documents de réunion pour les communications avec les clients et diriger les réunions.
- S'assurer que le système de gestion des flux de travail et les outils destinés aux clients sont à jour.
- Fournir un soutien en libre-service aux clients pour l'utilisation des outils.
- Comprendre la stratégie souhaitée par le client et les indicateurs clés de performance (KPI) pour le partenariat avec Insurity.
- Diriger des initiatives visant à maintenir et à gérer les attentes et la satisfaction des clients, y compris la gestion des escalades.
- Développer de solides relations de travail avec les principales parties prenantes chez les clients.
- Assurer de manière indépendante la transition des clients de complexité moyenne depuis l'équipe de mise en œuvre.
- Veiller au respect des contrats et à la précision de la facturation.
- Participer au processus de révision des contrats.
- Préparer et participer aux réunions d'examen des transactions, le cas échéant.
- Promouvoir Insurity en tant que partenaire commercial.
- Comprendre et fournir des conseils sur la manière d'influencer positivement l'expérience client et les mesures de fidélisation mises en place (NPS, références, etc.).
- Faciliter la croissance de l'utilisation de la plateforme pour les comptes attribués.
- Fournir des informations sur l'organisation interne des clients, le paysage politique et la personnalité des parties prenantes.
- Démontrer une connaissance approfondie des défis commerciaux et des opportunités des clients, ainsi que de la manière dont nos produits et solutions y répondent.
- Surveiller la satisfaction/santé des clients afin d'identifier de manière proactive les défis et d'élaborer des plans d'atténuation.
- Préparer et présenter des exposés professionnels aux clients, en personne et virtuellement.
- Découvrir les opportunités potentielles de ventes croisées et incitatives tout en impliquant d'autres équipes interfonctionnelles si nécessaire.
- Rédiger des demandes de modification et des cahiers des charges pour des améliorations de petite à grande complexité.
- Veiller à l'application cohérente des meilleures pratiques en matière de relation client.
- Diriger les initiatives d'amélioration continue.
- Aider à identifier et à combler les lacunes dans les processus.
- Suivre et évaluer la santé des clients.
- Se tenir au courant des tendances et des meilleures pratiques liées à l'industrie et à l'emploi, notamment en lisant les publications, articles, blogs, etc. pertinents.
- Au moins 3 ans d'expérience dans un poste lié à la réussite client, en interaction et en collaboration directe avec les clients
- Capacité à créer des documents écrits concis, adaptés au public cible et axés sur les objectifs (e-mails, PowerPoint, feuilles de calcul, documents, etc.)
- Esprit analytique et critique
- Communication écrite et orale en anglais
- Compétences en gestion du temps, y compris la planification du travail, la hiérarchisation des priorités et l'organisation
- Capacité à gérer plusieurs priorités ou tâches
- Esprit d'initiative et capacité d'apprentissage rapide
- Souci du détail
- Écoute active
- Capacité à collaborer et à travailler de manière autonome
- Flexibilité et adaptabilité
- Atouts appréciés : titres ou certifications en assurance
- Atouts appréciés : certification en gestion de projet et/ou en méthode Scrum
- Atouts appréciés : connaissance de Salesforce et Jira.