Customer Success Manager
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AI Summary
Drive customer success and solution adoption for the Insurity Marine Suite by building strong relationships with P&C insurance stakeholders. Manage customer KPIs, identify upsell opportunities, and facilitate the delivery of medium-complexity product enhancements.
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 insurity.com email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with @insurityjobs.us. 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: https://consumer.ftc.gov/articles/job-scams.
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 ensures you feel welcomed and supported from the moment you accept our offer to join the company.
Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you. #UatInsurity
Insurity’s Next 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 Insurity Marine Suite (IMS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. You’ll be responsible for building strong in-person relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and that their utilization of the Insurity Marine Suite Product is appropriately leveraged to drive these objectives. This role requires domain knowledge in Marine Cargo Insurance, is based in North America, Europe and requires regular in-person engagement with clients and partners.
What Our Customer Success Manager Will Do
Relationship Management
- Primary point of management contact for assigned customers
- Accurately capture minutes / actions from meetings
- Prepare professional presentations/reports and effectively lead customer meetings
- Ensure workflow management system and customer-facing tools are up to date
- Provide tool self-service support for customers
- Understand Customer KPIs; measure and track regularly
- Maintain/manage customer expectations and satisfaction
- Develop working relationships with Customer System Champions
- Independently transition low complexity customers from the implementation team
- Ensure contract compliance and accurate billing
- Understand the customer experience and loyalty measures in place (NPS, references, etc.)
- Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities
- Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them
- Uncover potential cross-sell and upsell opportunities
Enhancement Delivery
- Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product specific procedures.
- Draft change requests and Statements of Work for small to medium complexity enhancements
- Demonstrate an understanding of revenue recognition and account measurements
Internal Process
- Demonstrate competency in all internal processes & practices
- Support Continuous Improvement initiatives
- Provide mentorship to team members
- Stay up to date on industry and job related trends and best practices, including reading relevant publications, articles, blogs, etc.
- Other duties as assigned
Who We’re Looking For
- Minimum 1- 3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software
- Minimum 1-3 years' experience minimum in customer success related role, interfacing and working directly with customers.
- Bachelor’s degree in related field (equivalent work experience may be considered)
- Ability to create succinct, audience relevant, objective oriented written documentation (emails, PowerPoint, Word documents etc.)
- Analytical and critical thinking
- Written and oral English communication
- Time management 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
- Expectation Management
- Project Management
- Process analysis, design, and management
- Business Acumen
- Technical Acumen
- Software Development Acumen
- Change management
- Ability to articulately present information
- Meeting facilitation and management
- Ability to disagree and commit
Demonstrate these skills at a high proficient level:
- Data Analysis
- Coaching, training and mentoring
- Customer Advocacy
What’s In It For U
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 25% of our open roles are filled by internal candidates.
Insurity Podcasts
Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.
Mentorship That Matters
Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
Keep Learning, Always
Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
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 of which is to Act with Integrity. Providing pay transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles according to market trends to not only ensure our employees are paid fairly, but also help close gender, race, and disability wage gaps. Along with the benefits listed above, the career level salary range for this role is £39,000 to £77,000. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview.
Insurity is proud to be an Equal Opportunity Employer
We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.
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