Customer Success Manager

Remote / B2B or Standard Employment Contract

About the Company

We are a cloud-based SaaS solution built for insurance brokerages to improve customer retention, simplify internal processes, and upgrade client communication through automation.

The platform supports organizations of all sizes — from independent brokers to large enterprise firms — across North America and the UK. Clients depend on us for essential operational processes such as policy renewals, digital document delivery, billing communications, onboarding journeys, and full customer lifecycle automation integrated with leading brokerage management systems.

This position goes far beyond traditional customer support. Customer Success Managers act as strategic advisors, helping clients maximize value, drive adoption, and achieve long-term success with the platform.

Position Overview

We are seeking a Customer Success Manager who will take full responsibility for client partnerships, guiding customers from initial implementation through ongoing growth and maturity.

You will collaborate with customers and internal teams to ensure workflows are delivered effectively and that business goals are achieved through measurable outcomes.

This role is ideal for someone who enjoys working with sophisticated clients, automation tools, and structured problem-solving. It is not suited for candidates who prefer purely reactive ticket-based support work.

Key Responsibilities

Client Partnership & Account Leadership

• Serve as the main contact for a dedicated group of clients
• Establish strong relationships with senior stakeholders, operations teams, and marketing departments
• Lead recurring business reviews and long-term planning discussions
• Monitor account health and take action to prevent potential churn

Workflow Planning & Execution

• Define and manage automation projects and ongoing workflow improvements
• Communicate scope, timelines, and deliverables clearly
• Work closely with Technical CSMs and internal delivery teams to meet commitments
• Oversee each workflow from intake through live deployment

Product Knowledge & Consulting

• Build expert-level knowledge of our automation features
• Convert business objectives into repeatable, scalable solutions
• Guide customers on standard processes and optimization strategies
• Present technical topics in a clear and approachable way

Revenue & Account Growth

• Spot opportunities for additional services and platform expansion
• Support renewal discussions by demonstrating business value
• Manage service credits responsibly while maintaining profitability and scope

Cross-Team Coordination & Reporting

• Keep detailed records in HubSpot and internal systems
• Share updates with leadership and delivery teams
• Raise risks early and propose actionable solutions

Required Qualifications

Essential Experience

• Minimum 3 years in Customer Success, Account Management, or SaaS Implementation
• Proven ability to manage several client accounts at the same time
• Strong organizational and project coordination skills
• Excellent written and spoken communication abilities
• Comfortable setting professional boundaries and managing expectations
• Background working with complex software platforms or automation processes

Preferred Background

• Exposure to insurance, fintech, or other regulated environments
• Familiarity with workflow automation, system integrations, or marketing automation tools
• Experience in a fast-growing SaaS organization

How Performance Is Measured

• High retention and account growth across assigned clients
• Customers feel informed, supported, and confident using the platform
• Workflow delivery remains efficient and predictable
• Reduced escalations and clearer communication
• Internal teams rely on your decision-making and updates

Why Work With Us

• Be part of a company with a trusted and widely used product
• Take ownership of impactful client relationships
• Flexible, remote-first work structure
• Career development within a scaling SaaS organization
• Collaborative and execution-focused culture

Benefits

• Annual company retreat fully covered
• 25 days of paid leave per year
• Comprehensive time-off policies including vacation, illness, parental, and ereavement leave
• Health insurance provided after one year of employment

What Makes This Role Attractive

• Work from anywhere
• Supportive and positive team environment
• Clear opportunities for professional advancement

If this role matches your skills and interests, we encourage you to submit your application.
Due to application volume, only selected candidates will be contacted.