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-scams

Insurity'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 | #joininsurity

Veuillez noter qu'Insurity ne contactera que les candidats qui ont postulé via notre site Carrières pour les convoquer à un entretien, leur faire une offre d'emploi ou mener des activités d'intégration. Lors des entretiens pour un poste, l'expérience du candidat comprendra une interaction en direct, par exemple une vidéo ou un appel téléphonique, avec un recruteur et/ou un ou plusieurs employés de l'entreprise. Nous ne demanderons jamais d'argent ou de paiement aux candidats à aucun moment du processus de recrutement. Les recruteurs vous contacteront uniquement à partir d'une adresse e-mail insurity.com ; aucune autre adresse e-mail ne sera utilisée. Les adresses e-mail frauduleuses utilisées se terminent par @insurityjobs.us. Méfiez-vous des activités de recrutement suspectes. Si vous pensez être victime d'une arnaque à l'emploi, vous pouvez contacter les forces de l'ordre locales et/ou consulter le site web de la Commission fédérale du commerce à l'adresse suivante : https://consumer.ftc.gov/articles/job-scams.

Le futur Responsable de la réussite client d'Insurity

Nous recherchons un responsable de la réussite client dynamique et polyvalent pour rejoindre notre équipe et jouer un rôle central dans la réussite des clients, l'adoption de solutions et la croissance stratégique au sein de notre groupe de produits Insurity Marine Suite (IMS). Ce poste transversal combine les fonctions de vente, de réussite client, de conseil en solutions et d'expertise produit afin d'apporter de la valeur ajoutée à nos clients du secteur de l'assurance IARD. Vous serez chargé d'établir des relations solides en personne avec les principales parties prenantes et de travailler en partenariat avec nos clients afin de vous assurer que leurs objectifs commerciaux stratégiques sont bien compris et que leur utilisation du produit Insurity Marine Suite est correctement exploitée pour atteindre ces objectifs. Ce poste nécessite des connaissances dans le domaine de l'assurance maritime et est basé en Amérique du Nord. Il nécessite des contacts réguliers en personne avec les clients et les partenaires.

Ce que notre Responsable de la réussite client fera

Gestion des relations

• Principal interlocuteur de gestion pour les clients assignés.
• Consigner avec précision les comptes rendus et les actions issues des réunions.
• Préparer des présentations/rapports professionnels et diriger efficacement les réunions avec les clients.
• Veiller à ce que le système de gestion des flux de travail et les outils destinés aux clients soient à jour.
• Fournir une assistance en libre-service aux clients pour les outils.
• Comprendre les indicateurs clés de performance (KPI) des clients ; les mesurer et les suivre