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Your RoleWe are looking for a relationship driven, strategically minded Customer Success Manager to lead and scale our post-implementation Customer Success function. This role will own the end to end lifecycle of Ascend's highest value customers, serving as a trusted advisor to C-suite and senior stakeholders while driving strong adoption, retention, and expansion. You'll balance hands-on account management with long-term strategic thinking by building repeatable motions, surfacing customer insights, and partnering cross-functionally to influence product direction and drive durable growth.
Responsibilities will includeObjective #1: In your first 30 days, you will:
- Dive deep into Ascend's product, customer segments, and current Customer Success processes and tools
- Build foundational relationships with internal partners across Sales, Product, and Product Support
- Begin developing your approach to managing relationships and driving value for sophisticated insurance organizations
Objective #2: In your first 60 days, you will:
- Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day to day users
- Develop a strong understanding of your customers' workflows, goals, and success metrics with actionable insights to improve adoption and outcomes
- Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support
Objective #3: In your first 90 days, and beyond, you will:
- Fully own the post implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product
- Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions
- Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world class enterprise customer experience
- Mentor and provide guidance to junior Customer Success team members, helping to elevate the overall team's effectiveness and consistency
You might be a good fit if you are / have- 4+ years of experience in related roles
- Prior experience managing high value enterprise customer relationships in B2B SaaS or Fintech environments
- Experience managing or mentoring teammates, with an ability to influence without direct authority across cross-functional teams
- Comfortable operating in the ambiguity and pace of a high growth startup
- Strong written and verbal communication skills with the ability to navigate executive level conversations and complex subject matter
- A consultative, relationship first approach to customer success with a proven track record of renewals and expansion
- Demonstrated ability to build and improve scalable processes, playbooks, or CS programs - not just execute within them
- Background in insurance, financial services, or fintech is a plus
Base Salary Range: $120,000-145,000All roles at Ascend are 5 days a week onsite at our beautiful office in SoMa! Benefits- 100% health premiums covered for you and your dependents
- 401k with employer matching options
- A fast growing team with an emphasis on promoting from within 80% of all hires in the last 12 months have already been promoted!
- Unlimited PTO
- Company paid commuter benefits
- Parental and family leave
- Lunch everyday
- Dog-friendly office!
