Customer Success Manager

Insurity; Canada; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading software company in insurance is searching for a Senior Customer Success Manager for the Insurity Marine Suite. This cross-functional role combines sales, customer success, and solution consulting. Responsibilities include managing customer relationships, ensuring compliance, tracking customer satisfaction, and identifying upsell opportunities. The ideal candidate will have a strong understanding of customer KPIs and the insurance industry, and possess excellent communication and organizational skills.

Qualifications

• Experience in customer relationship management and client engagement.
• Strong presentation and reporting skills.
• Ability to understand and communicate customer KPIs effectively.

Responsibilities

• Serve as the primary point of contact for assigned customers.
• Prepare and lead effective customer meetings.
• Maintain up-to-date workflow management and customer tools.

Job description

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. Our people receive the tools, support, and opportunities they need to grow and succeed.

Position Overview

Senior Customer Success Manager – Insurity Marine Suite (IMS) (North America). This cross‑functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. The Senior CS Manager ensures customers understand and achieve strategic business objectives through the Insurity Marine Suite Product.

Responsibilities

• 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
• 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
• Demonstrate competency in all internal processes & practices