Customer Success Manager

• Customer Relationship Management: Building and maintaining strong, positive relationships with customers to ensure they are satisfied and engaged with the product
• Education and Enablement: Providing training, resources, and guidance to help customers fully utilize the product
• Providing solutions of the product – designing and implementing enhancements based on the platform
• Working closely with the product team – providing the voice of the customer and communicating to clients product updates and features
• Working with the delivery teams – designing needs and deliverables, based on requests for changes of clients
• Proactive Engagement: Regularly checking in with customers to address any issues, gather feedback, and ensure they are getting the most out of the product
• Monitoring Customer Health: Using tools and metrics to monitor customer usage and satisfaction levels
• Renewal processes: involvement in annual renewals, especially if the customer is considering expanding, downgrading, or leaving the solution

• 3-5 years of experience in customer success for a SAAS product company
• Experience in high touch customer management
• Experience with Salesforce CRM as an implementer, administrator or super-user

Insurance industry knowledge