Customer Success Manager

Role overview Serve as the primary relationship owner for a portfolio of enterprise carrier customers on a SaaS platform that modernizes life insurance products and distribution. This Customer Success Manager drives account health, executive engagement, expansion, and the cross-functional coordination that keeps complex insurance deployments moving forward.

Responsibilities - Own the day-to-day and executive relationship for each assigned enterprise carrier, serving as the primary point of contact. - Run the operating rhythm, including recurring business reviews, SLO performance reporting, and quarterly planning with customer leadership. - Build and deliver executive-level business reviews that connect platform performance to customer commercial goals. - Manage escalations end to end, coordinating Engineering, Product, and Implementation through resolution and follow-up. - Translate customer needs into prioritized product and engineering work, advocating with data for roadmap moves. - Identify expansion and adoption opportunities and partner with Sales to close them; lead due diligence, compliance documentation, and audit responses. - Mentor junior team members and raise standards for documentation, reporting, and communication.

Requirements - 4+ years in customer success or account management, ideally in enterprise SaaS or technology. - Demonstrated ownership of enterprise relationships with executive stakeholders, including accounts grown or turned around. - Comfort working cross-functionally with Product, Engineering, Compliance, and Sales without formal authority. - Strong analytical instincts with hands-on data use to build the case, not just report it. - Clear, direct communication skills in writing and in person, with strong attention to detail. - Experience with CRM and ticketing platforms such as Salesforce and Jira. - Bachelor's degree in business, marketing, or a related field, or equivalent practical experience.

Benefits and work setup - Remote (US) with travel as needed for workshops, leadership onsites, and customer reviews. - Competitive salary and equity based on role. - 100% paid-premium option for medical, dental, and vision insurance. - Flexible paid time off and parental leave programs supporting work/life balance. - Lifestyle stipend for physical, emotional, and financial wellbeing. - Employee-led diversity, equity, and inclusion initiatives.