Senior Customer Success Manager / Responsable principal de la réussite client

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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

As a member of the Customer Success Team, your focus will be on building and enhancing positive relationships with our existing customers and helping them gain access to resources and tools to be successful using Insurity's products. With a focus on our Insurity Decisions Suite, the customers you will work with vary from Medium to Large Commercial Carriers.

What Our Senior Customer Success Manager Will Do

Relationship Management

Manage and grow customer relationships, serving as their primary point of contact.

Act as the liaison and advocate between customers and internal teams, such as product development, sales, and support, to enhance the overall customer experience

Engage with customers by conducting regular business reviews to ensure alignment between their strategic objectives and Insurity's products and services.

Maintain/manage customer expectations and satisfaction

Gain and maintain working knowledge of Insurity’s platforms, including new releases, features, and dependencies.

Demonstrate thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address them

Develop strong working relationships with Customer System Champions

Ensure contract compliance and accurate billing

Understand the customer experience and loyalty measures in place

Gain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalities

Monitor customer satisfaction, identifying potential issues or challenges before they escalate into major problems

Collaborate with Sales to develop and execute strategies for customer retention and uncover potential opportunities for upselling or cross-selling additional products or services that meet customer needs

Educate customers on features, benefits, and the value of the service to drive adoption and satisfaction.

Prepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's business.

Lead customer meetings effectively, accurately capture minutes, and ensure the completion of all meeting takeaways

Understand, regularly measure Customer KPIs, monitor usage patterns to proactively address churn risk.

Transition and onboard customers from the implementation team

Manage customer escalations and ensure issues are resolved quickly and effectively.

Ensure workflow management system and customer-facing tools are up to date

Provide tool self-service support for customer

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 as required

Demonstrate an understanding of revenue recognition and account measurements

Internal Process

Demonstrate competency in all internal processes & practices

Support Continuous Improvement initiatives

Successfully meet Insurity training goals

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

3 years in a customer success role, either within the software-as-a-service and/or insurance industry

1 years working with national accounts (not just local or regional) or working with multiple partners

Strong customer support and emotional intelligence qualities with an ability to understand customers desired strategy and needs

Strong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written form

Advanced digital literacy with MS Office (Word, Excel, PowerPoint)

Self-starter mentality with an eagerness to learn and ability to collaborate and work autonomously, with strong multi-tasking skills

Nice-to-have: Experience with Customer Success Management or CRM tools

Nice-to-have: Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures.

Nice-to-have: Strong understanding with the software development and deployment lifecycle.

Travel required is less than 10%

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.

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

• Insurity Podcasts
• Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.

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

Invest in Your