Senior Customer Success Manager - Pointe-a-la-Croix - Insurity

Description

Please note that Insurity will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Recruiters will only reach out from an email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here:

Who We Are

Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world's most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed.

We don't just make bold promises—we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.

While our technology sets us apart, it's our people who truly make the difference. At Insurity, you'll collaborate with some of the most creative and knowledgeable minds in insurance tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.

Ready to grow your career with an industry leader? Apply today—we're excited to welcome you. #UatInsurity

Insurity's Next Senior Customer Success Manager

We're seeking a dynamic and versatile Senior Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Pro Suite product group. You'll be responsible for building strong relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and supported. You will demonstrate how leveraging Insurity's products will drive toward those objectives. This role requires domain knowledge in Commercial and Specialty Insurance, is based in North America, and may require regular in-person engagement with clients and partners.

What Our Senior Customer Success Manager Will Do

• Primary point of management contact for assigned customers, as well as oversight and management of support provided by assigned team members
• Review and revise minutes / actions from meetings
• Prepare/review meeting materials for customer messaging and lead meetings
• Ensure workflow management system and customer-facing tools are up to date
• Provide tool self-service support for customers
• Understand customer's desired strategy and KPI's for partnering with Insurity
• Lead initiatives to maintain and manage customer expectations and satisfaction, including escalation management
• Develop strong working relationships with key customer stakeholders
• Independently transition medium complexity customers from the implementation team
• Ensure contract compliance and accurate billing
• Participate in contract review process
• Prepare for and participate in Deal Review meetings, as appropriate
• Promote Insurity as a business partner
• Understand and provide guidance on how to positively impact the customer experience and loyalty measures in place (NPS, references, etc.)
• Facilitate platform utilization growth for assigned accounts
• Provide insight into internal customer organization, political landscape, and stakeholder personalities
• Demonstrate thorough knowledge of customers' business challenges, opportunities and how our products and solutions address them
• Monitor customer satisfaction/health to proactively identify challenges and develop mitigation plans
• Prepare and deliver professional presentations to customers, both in-person and virtually
• Uncover potential cross-sell and upsell opportunities while involving other cross-functional teams as needed
• Draft change requests and Statements of Work for small to large complexity enhancements.

Internal Process

• Ensure consistent application of customer relationship best practices
• Lead Continuous Improvement initiatives
• Assist with identifying and closing process gaps
• Track and evaluate customer health
• Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.

Who We're Looking For

• 3 years minimum in customer success related role, interfacing and working directly with clients
• Ability to create succinct, audience relevant, and objective-oriented written documentation (emails, PowerPoint, spreadsheets, documents, etc.)
• Analytical and critical thinking
• Written and oral English communication
• Time management skills, including work planning, prioritization, and organization
• Ability to handle multiple priorities or tasks
• Self-starter and quick learner
• Detail-oriented
• Active listener
• Ability to collaborate and work autonomously
• Flexible and adaptable
• Nice to have: insurance designations or certifications
• Nice to have: project management and/or scrum certification
• Nice to have: familiarity with Salesforce, Jira.

What's In It For You

Work Where You Thrive: Find the work environment that supports your best—whether that's remote, in-office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.

Take Time When You Need It: We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.

Benefits That Start on Day One: Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.

Living Our Values Every Day: Our core values are more than words on a wall—they guide how we hire, grow, and retain the very best talent.

Award-Winning Onboarding: From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.

Grow Your Career from Within: We believe in promoting from within. In fact, over 20% of our open roles are filled by internal candidates.

Mentorship That Matters: Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.

Stay Connected with Coffee for Two: Our internal networking program helps you build meaningful connections across teams and departments—one virtual coffee chat at a time.

Keep Learning, Always: Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.

Invest in Your Future—And Your Family's: Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.

Earn When You Refer: Love where you work? Invite others to join us Our Employee Referral Bonus program rewards you for bringing great people on board.

We have five Core Values at Insurity; one is to Act with Integrity. The audit of salary transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles to ensure fair pay and to address wage gaps. The career level salary range for this role is $70,000 to $137,000. Actual salary may vary based on experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview.

Languages for Québec candidates: The knowledge of French is required for positions permanently located in Quebec. The English language is required for this position in order to communicate with clients, partners, and colleagues located outside of Québec. French-language training will be offered to candidates who do not have strong French.

Insurity is proud to be an Equal Opportunity Employer. We are dedicated to creating an exceptional work environment for all our employees by fostering diversity, equity, inclusion, and belonging. We will provide reasonable accommodation in the application and interview process upon request.

Thank you for your interest in Insurity. Due to the volume of applications, only selected candidates will be contacted.

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