Customer Success Manager

Insurity; Canada; Remote; CAD 75,000 - 90,000; Full time

Job summary

A leading software provider for insurance is seeking a Customer Success Manager to enhance relationships with existing customers. You will manage customer interactions, collaborate with internal teams, and ensure satisfaction with Insurity's products. The ideal candidate has 3 years of experience in customer success, strong communication skills, and advanced digital literacy. This role offers remote flexibility and a comprehensive benefits package.

Benefits

Open PTO policy

Comprehensive health coverage

Employer-matched retirement savings

Career growth opportunities

Employee Referral Bonus program

Qualifications

• 3 years in a customer success role, ideally in SaaS or insurance.
• 1 year working with national accounts or multiple partners recommended.
• Travel required less than 10% of time.

Responsibilities

• Manage and grow customer relationships, serving as their primary point of contact.
• Act as liaison between customers and internal teams to enhance the customer experience.
• Educate customers on features, benefits, and value to drive adoption and satisfaction.

Skills

Customer support

Emotional intelligence

Written and spoken English communication

Advanced digital literacy

Self-starter

Multi-tasking

Tools

MS Office

Customer Success Management tools

CRM tools

Job description

Overview

Insurity’s Next 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.

Who We Are: Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering configurable, cloud-native software. We emphasize supporting our people with tools, training, and growth opportunities. We are the largest cloud-based software provider for the Property & Casualty market, trusted by many industry players.

What’s In It For You

• Work Where You Thrive: remote, in-office, or hybrid depending on role and location; Flex First Workforce with many fully remote opportunities.
• PTO and Time Off: Open PTO policy to manage your time.
• Benefits from Day One: Comprehensive health coverage and employer-matched retirement savings from day one.
• Career Growth: Awards, onboarding, internal promotions, mentorship, and ongoing learning opportunities.
• Rewards for Referrals: Employee Referral Bonus program.

EEO and Accommodation: Insurity is an Equal Opportunity Employer and provides reasonable accommodations during the job application and interview process. Contact us to request accommodation.

Languages for Québec candidates: French required for permanent roles in Québec; English required to communicate with clients, partners, and colleagues outside Québec. French-language training offered as needed.

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

#LI-Remote

Responsibilities

The following responsibilities are organized by function:

• Relationship Management
• Manage and grow customer relationships, serving as their primary point of contact.
• Act as liaison between customers and internal teams (product development, sales, support) to enhance the customer experience.
• Conduct regular business reviews to ensure alignment between customer objectives and Insurity products and services.
• Maintain customer expectations and satisfaction.
• Gain and maintain working knowledge of Insurity platforms, including new releases, features, and dependencies.
• Demonstrate knowledge of customers’ business challenges and how our solutions address them.
• Develop strong relationships with Customer System Champions.
• Ensure contract compliance and accurate billing.
• Understand customer experience and loyalty measures in place.
• Understand customer internal organization, political landscape, and stakeholder personalities.
• Monitor customer satisfaction and identify issues before they escalate.
• Collaborate with Sales to retain customers and identify upsell/cross-sell opportunities.
• Educate customers on features, benefits, and value to drive adoption and satisfaction.
• Prepare and deliver presentations and performance insights showing impact on the customer’s business.
• Lead customer meetings, capture minutes, and ensure follow-through on action items.
• Measure KPI usage and proactively address churn risk.
• Transition and onboard customers from the implementation team.
• Manage escalations and ensure quick resolution of issues.
• Ensure workflow management system and customer-facing tools are up to date.
• Provide self-service tool support for customers.
• Enhancement Delivery
• Facilitate end-to-end management of cross-functional, medium-complexity enhancements per product procedures.
• Draft change requests and Statements of Work as required.
• Demonstrate understanding of revenue recognition and account measurements.
• Internal Process
• Demonstrate competency in internal processes and practices.
• Support Continuous Improvement initiatives.
• Meet Insurity training goals.
• Provide mentorship to team members.
• Stay up to date on industry trends and best practices via relevant publications.
• Other duties as assigned.

Qualifications

• 3 years in a customer success role, ideally in SaaS or insurance.
• 1 year working with national accounts or multiple partners recommended.
• Strong customer support and emotional intelligence with ability to understand customer strategy and needs.
• Strong written and spoken English communication skills.
• Advanced digital literacy with MS Office (Word, Excel, PowerPoint).
• Self-starter with ability to collaborate and work autonomously; strong multi-tasking.
• Nice-to-have: experience with Customer Success Management or CRM tools.
• Nice-to-have: technical aptitude with APIs, cloud platforms, and common SaaS architectures.
• Nice-to-have: understanding of software development and deployment lifecycle.
• Travel required less than 10% of time.

About the Role

Insurity’s Next Customer Success Manager is a member of the Customer Success Team focusing on relationships with existing customers and helping them access resources and tools to be successful using Insurity's products, particularly the Insurity Decisions Suite for medium to large commercial carriers.