Customer Success Manager

About the Company

We’re partnering with a high-growth, AI-native company building a platform for commercial insurance agencies. The product enables brokers, MGAs, and carriers to extract insights, automate workflows, and act on data more effectively. The company is already working with leading agencies and is now scaling its Customer Success function to support growing demand.

About the Role

This role sits at the center of the customer lifecycle. You will own onboarding, drive product adoption, and build long-term customer relationships — while helping define how Customer Success operates and scales within the business. This is an opportunity to move beyond execution and help shape the function itself.

Responsibilities

Customer Onboarding and Adoption

• Lead onboarding for new customers, ensuring fast time-to-value and strong product adoption
• Deliver training and guidance tailored to different customer types and use cases
• Act as the primary point of contact post-sale for implementation and ongoing engagement

Customer Relationship Management

• Build trusted relationships with brokers, MGAs, and carriers
• Maintain regular communication to ensure alignment, satisfaction, and retention
• Identify risks early and proactively manage customer health

Growth and Expansion

• Identify opportunities to expand product usage and deepen engagement
• Partner with commercial teams to support expansion and renewal conversations

Build for Scale

• Develop and document processes, playbooks, and resources to support a growing customer base
• Surface customer insights to product and engineering to inform roadmap decisions

Qualifications

• 4\+ years in Customer Success, onboarding, or implementation within a SaaS environment

Required Skills

• Strong communication and relationship management skills across technical and non-technical stakeholders
• Highly organised and process-oriented, with the ability to manage multiple priorities
• Comfortable operating in a fast-paced, early-stage environment with evolving processes

Preferred Skills

• Experience working within commercial insurance (broker, MGA, or carrier environment)
• Familiarity with insurance workflows, systems, or operational challenges
• Experience with onboarding, training, or product adoption programs
• Exposure to AI-driven or data-focused platforms

Pay range and compensation package

Competitive compensation and equity. Opportunity to shape customer strategy and influence product direction. Close collaboration with leadership and cross-functional teams. Remote-first, high-trust working environment.

If you’re looking to play a central role in shaping both the customer experience and the function that supports it, this is a strong opportunity to do so in a high-growth environment. Please reach out directly for more information.