Location: New York, NY (In-office 4x per week)

About the Role

Are you ready to build the "Scale Engine" for the next generation of AI? We are looking for a hands-on Manager, Digital Customer Success with a history of architecting automated customer journeys and driving tech-touch adoption as we bring our next-gen platform to the world.

This is an opportunity of a lifetime for someone who wants to be at the heart of the AI movement to better humanity. As the Manager, Digital Customer Success, you'll be working directly with our VP of Customer Success to found and lead our Digital Success motion, specifically within our InsurTech vertical.

In this dynamic role, you'll lead our efforts responsible for:

• Scaled Journey Orchestration: Designing and deploying the end-to-end "zero-to-many" digital lifecycle-from automated onboarding to renewal-ensuring our community of brokers and agencies achieves massive value with zero friction.
• AI Adoption & Change Management: Creating the educational frameworks and "Center of Excellence" content that helps traditional insurance organizations overcome technical hurdles and prioritize high-impact AI use cases.
• Champion Community Building: Identifying and empowering power-users through "train-the-trainer" programs and digital advocate networks that scale our impact beyond 1:1 interactions.

Key Responsibilities

Digital Lifecycle Management & Strategy You will own the "Tech Touch" roadmap for our InsurTech vertical. This includes designing, launching, and A/B testing automated email campaigns, in-app guides (UserPilot), and scaled success programs that drive user activation and deep platform adoption.

Data-Driven Retention & Forecasting Use data to identify risk or expansion opportunities within a large book of business. You will maintain and report an accurate rolling 90-day forecast of renewals, ensuring pricing, timing, and risks are captured with surgical precision.

Content & Program Innovation Act as a "Success Architect" by creating scalable collateral, hosting cohorted webinars/office hours, and building a self-serve knowledge base. You'll translate complex technical & AI challenges into simple, repeatable playbooks for our users.

Voice of the Customer & Product Feedback Aggregate insights from your scaled community to influence the Kizen product roadmap. You'll represent the needs of thousands of end-users (brokers, agents, and admins) to our Product and Engineering teams to ensure our AI tools remain intuitive and high-impact.
Requirements

• 5-7+ years of experience in Customer Success, Customer Experience, Sales, or Marketing Ops, with a clear focus on scaled, digital, or pooled motions.
• Technical Builder Mindset: Hands-on experience building in-app journeys and adoption workflows in platforms like UserPilot, Pendo, or Gainsight.
• InsurTech/CRM Expertise: Strong familiarity with the insurance space, particularly in managing relationships with agencies or brokerages.
• Revenue Management: Proven ability to accurately forecast renewals and navigate contract terms for a high-volume account base.
• AI Literacy: A deep interest in AI/Low-code technology and the ability to explain complex technical workflows to non-technical business users.
• Analytical Chops: Proficiency in using data to segment a book of business and build automated "triggers" for customer intervention.
• Program Management: Background in building playbooks, email sequences, and success programs from scratch.
• Communication Skills: Experience hosting engaging 1:many webinars and creating compelling customer-facing content.
• Founding Energy: A "roll-up-your-sleeves" attitude; you are excited to be the first hire in this function and grow into a leadership role as the team expands.
• Adaptability: A history of thriving in rapidly-changing startup environments where processes are built as they are executed.
• Growth Mindset: A passion for professional development and a desire to prove yourself as a leader in the emerging Digital CS space.

Why Kizen

We're a fast-growing company that values innovation, growth, and continuous improvement. By joining Kizen, you'll play a pivotal role in shaping the future of the company while enjoying a supportive, dynamic, and collaborative workplace. You'll have opportunities for professional development, impact, and career advancement.
What We Offer

• Career Growth Opportunities
• Engaging Work Culture
• Top-Tier Compensation
• Equity Package
• Healthcare Coverage
• Health and Fitness Stipend
• Professional Development Stipends
• PTO

The base salary range for this position is $130,000 - $155,000. However, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base salary, we also offer generous equity and benefits packages.

If you're excited about creating impactful experiences and contributing to a fast-paced, people-focused team, we'd love to meet you!

OTE - $156,000 - $186,000

Compensation Range

$130,000-$155,000 USD