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 [redacted].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-scamsInsurity's Next Customer Success Manager We're seeking a dynamic and versatile Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Insurity Marine Suite (IMS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. You'll be responsible for building strong in-person relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and that their utilization of the Insurity Marine Suite Product is appropriately leveraged to drive these objectives. This role requires domain knowledge in Marine Cargo Insurance, is based in North America, and requires regular in-person engagement with clients and partners.
What Our Customer Success Manager Will Do Relationship Management- 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
Enhancement Delivery - 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
Internal Process- 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
Who We're Looking For - 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
Demonstrate these skills at a high proficient level:
- Data Analysis
- Coaching, training and mentoring
- Customer Advocacy
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 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.
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 $65,000 to $109,000. 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.
#LI-Remote medical insurance; dental insurance; vision insurance; 401(K) match; paid maternity leave; paid paternity leave; disability insurance
