Insurance Customer Success Manager

About the Role This is a high-ownership role that blends: • End-to-end customer lifecycle ownership (post-sale through renewal) • Implementation and workflow design for insurance use cases • Strategic account management across brokers and carriers • Building processes, playbooks, and the foundation of a CS function You'll own the full post-sale journey - partnering with sales during handoff, working closely with solutions engineering during implementation, and driving long-term success across enterprise insurance accounts. What You'll Do Customer Onboarding & Implementation • Own onboarding and implementation for insurance brokers and carriers • Partner with customers to design and optimize workflows such as underwriting, onboarding, and policy servicing • Ensure successful deployment of complex, regulated insurance workflows • Collaborate with Solutions Engineering on technical implementations Account Management & Growth • Act as the primary point of contact and trusted advisor for insurance customers • Build relationships with stakeholders across operations, underwriting, and leadership teams • Drive product adoption, retention, and expansion across accounts • Own renewals and partner with sales on upsell opportunities • Support executive-level conversations for strategic accounts Customer Advocacy & Feedback • Represent the voice of insurance customers internally • Work closely with Product and Engineering to surface feedback and influence roadmap priorities • Help resolve customer challenges and ensure a high-quality experience Customer Success Operations & Team Building • Define and track customer success metrics (adoption, usage, health scores, retention) • Build scalable CS processes, documentation, and playbooks tailored to insurance customers • Proactively identify risks and address them early • Lay the foundation for the CS function, including workflows, standards, and future team structure • Contribute to hiring and mentoring as the team grows About You • 3-4+ years of experience in Customer Success, Implementation, Solutions, or Account Management in B2B SaaS • Experience working with insurance brokers, carriers, or within the insurance ecosystem • Strong understanding of insurance workflows (e.g., underwriting, onboarding, policy management) • Experience managing enterprise, multi-stakeholder accounts • Strong ability to translate technical products into clear business outcomes • Highly organized and comfortable managing multiple implementations • Excellent communication skills and executive presence • Comfortable operating in fast-moving, early-stage environments • Strong cross-functional collaborator with a high-ownership mindset Bonus • Experience working with workflow automation, integrations, APIs, or data platforms • Experience supporting regulated industries and compliance-heavy environments • Experience helping build or scale a Customer Success function from scratch • Background in high-growth B2B SaaS companies What We Offer • Competitive compensation and equity • Health, dental, and vision coverage • Unlimited PTO • Downtown Toronto office location • Office snacks and monthly catered lunch • A supportive, low-ego team that values ownership and growth • Company offsite to connect and recharge If you're excited about helping insurance organizations modernize critical workflows - and want to build the foundation of customer success in a fast-growing startup - we'd love to meet you.

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