Customer Success ManagerReports To: Director of Customer Success
Location: Remote (US Only - Eastern or Central Time Zone Preferred)
About the RoleWe empower insurance agencies with the most advanced, flexible, and intuitive agency management system on the market. As a Customer Success Manager, you'll own a book of agency accounts end to end - from post-onboarding handoff through adoption, renewal, and growth.
This is a hands-on role. You'll run the day-to-day for your book of business: leading customer conversations, tracking account health, resolving issues alongside Support, and ensuring smooth customer renewals. You'll also help build and refine the processes, playbooks, and automations a growing CX team needs to scale, blending traditional 1:1 relationship management with a one-to-many, digital-first engagement model.
Amplo is a startup, and our customers are mid-market agencies with real operational complexity. That means the job is part relationship management, part problem-solving, and part translation: turning what you hear from customers into something Product and Engineering can act on. We're looking for someone who can carry a book confidently today and see around the corner on where accounts, and the program itself, should go next.
What You'll Do- Own a book of mid-market agency accounts, serving as the primary point of contact from post-onboarding handoff through renewal.
- Drive adoption of the Amplo platform by understanding each agency's workflows and connecting them to the capabilities that move their business.
- Own renewals for your accounts and identify and pursue expansion opportunities.
- Monitor account health, surface risk early, and run the plays to address it before it reaches escalation.
- Partner cross-functionally with Product, Engineering, Support, and Solutions to translate customer feedback into clear, prioritized input on the roadmap.
- Build and refine the operational backbone of the CX function: success plans, QBR templates, health scoring, enablement materials, and automation that makes the team faster.
What We're Looking ForMust-haves- 3-5 years in a Customer Success Manager role within B2B SaaS, serving mid-market or SMB customer accounts including ownership of renewals.
- Strong cross-functional collaboration, with a track record of working closely with Product, Engineering, Support, and Sales to drive customer value and advocacy.
- Excellent written and verbal communication, across both business and technical audiences.
- Adaptable and comfortable working in a dynamic environment with a bias toward action.
Nice-to-haves- Experience in insurance or insurtech - agency operations, brokerage, carrier, or a platform serving them.
- Working knowledge of Salesforce, particularly on the configuration or admin side.
- Experience designing or running a digital-first, one-to-many customer success motion.
- Project management or product marketing experience. The attention to detail to map a customer journey and develop the materials to support it.
- Based in Eastern or Central time zone.
What We Offer- Remote-first environment and ability to work anywhere in the US within 3 hours of EST
- A whole person approach to taking care of you with medical, vision, dental, disability, and life benefits
- 401(k) retirement plan with employer matching and safe harbor vesting
- Meaningful work-life balance with an UPTO policy and 13 paid company holidays
- Annual wellness stipend to support your health goals
- Paid maternity and parental leave policies
The base salary range for this position is $100,000 - $120,000 annually. The actual base pay offered may vary depending on factors including the candidate's relevant experience, education, certifications, skills, and geographic location.
