Role Overview: In this role, you will be joining the Customer Experience Team as a Customer Success Manager and will be the primary link between Convr and our customers. You will ensure that Convr customers make the best possible use of the Convr platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals. You should have a talent for cultivating your personal brand as a trusted advisor to your customers and a collaborative teammate to cross-functional internal teams.
What You'll be Doing:
- Drive hands-on adoption of the Convr Platform, helping customers achieve their business objectives.
- Own customer communication and account health, including adoption risk, renewal readiness, and expansion signals, to deliver a streamlined customer experience.
- Apply knowledge of the Convr platform and insurance industry practices to present strategic solutions that help customers realize their goals.
- Partner with Business Development Executives on renewals, upsells, and cross-sells while achieving targeted renewal rates.
- Represent the voice of the customer across Convr's cross-functional teams in product and strategic decisions.
- Help build scalable Customer Success playbooks, adoption motions, and customer health processes that strengthen a customer-outcomes culture across Convr.
- Address customer challenges collaboratively and with a sense of urgency.
Role Requirements:
- 5+ years of SaaS Customer Success experience, preferably with strategic or enterprise accounts, with accountability for adoption, retention, renewals, and measurable customer outcomes.
- 3+ years of experience with, and deep knowledge of, commercial P&C insurance products, services, channels, functions, and processes.
- To support our customers, candidates must reside in the Central or Eastern time zone.
- Experience using Salesforce, Zendesk and Jira.
- Demonstrated ability to be hands on and truly understand how technology enables customer business objectives.
- Strong organizational skills and the ability to manage multiple customers with competing priorities.
- Excellent written and verbal communication skills, with the ability to adjust style to the audience and present to business executives.
- Bachelor's degree from an accredited college or university, or proven experience.
Benefits & Compensation: We offer remote work opportunities, flexible paid time off, company paid holidays, a 401(k), paid parental leave, and comprehensive insurance coverage including medical, dental, vision, short-term and long-term disability, life, and accident insurance. Final compensation will be based on factors such as location, experience, education, skills, and industry knowledge.
