Senior Customer Success Manager

Insurity; Canada; Hybrid; CAD 108,000 - 136,000; Full time

Job summary

A leading insurance software provider is seeking a Senior Customer Success Manager to enhance customer engagement and drive solution adoption across North America. The role demands strong expertise in relationship and project management, along with effective communication skills. Flexible work options are available, along with comprehensive benefits and a focus on personal development. The ideal candidate will possess relevant experience and a proactive attitude for customer satisfaction.

Benefits

Open PTO Policy

Comprehensive health coverage

Employer-matched retirement savings

Structured onboarding

Tuition discounts

Qualifications

• 3+ years in a customer success related role.
• Ability to create succinct written documentation.
• Detail-oriented with strong time management skills.

Responsibilities

• Primary point of contact for assigned customers.
• Lead continuous improvement initiatives.
• Track and evaluate customer health.

Skills

Customer relationship management

Analytical thinking

Strong written and oral English communication

Time management

Ability to collaborate

Tools

Salesforce

Jira

Job description

Insurity’s Next Senior Customer Success Manager

Overview

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. We empower our people with tools, support, and opportunities to grow and succeed. 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. Our culture emphasizes collaboration, innovation, and continuous learning, with an award-winning onboarding experience. Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you.

#UatInsurity

Role

Senior Customer Success Manager – Billing-as-a-Service (BaaS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to drive customer success, solution adoption, and strategic growth for our P&C Insurance customers. The role is based in North America and requires regular in-person engagement with clients and partners.

What You’ll Do

• Relationship Management – Primary point of contact for assigned customers and oversight of support provided by the team; manage and review minutes and actions from meetings; prepare and review materials for customer communications; ensure workflow management systems and customer-facing tools are up to date; provide self-service support for tools; understand customer strategies and KPIs for partnering with Insurity; lead initiatives to meet expectations and maximize satisfaction; build relationships with key stakeholders; transition medium-complexity customers from implementation; ensure contract compliance and accurate billing; participate in contract reviews and deal reviews; promote Insurity as a business partner; provide guidance on improving customer experience and loyalty metrics (NPS, references); facilitate platform utilization growth; provide insights into customer organizations and stakeholder dynamics; identify cross-sell/upsell opportunities with Sales involvement; draft change requests and statements of work for enhancements.
• Internal Process – Apply best practices in customer relationship management; lead continuous improvement initiatives; track and evaluate customer health; stay current on industry trends and best practices through relevant publications and resources.

Who We’re Looking For

• 3+ years in a customer success related role, interfacing and working directly with customers.
• Ability to create succinct, audience-relevant, objective-oriented written documentation (emails, presentations, documents, etc.).
• Analytical and critical thinking; strong written and oral English communication.
• Time management, planning, prioritization, organization; ability to handle multiple priorities; self-starter and quick learner; detail-oriented; active listener.
• Ability to collaborate and work autonomously; flexible and adaptable.
• Nice to have: familiarity with Salesforce and Jira; familiarity with billing, collections, remittance processes.

What’s In It For You

• Work Where You Thrive – remote, in-office, or hybrid options depending on role and location; Flex First Workforce offers remote opportunities where feasible.
• Take Time When You Need It – Open PTO Policy to recharge when needed.
• Benefits From Day One – Comprehensive health coverage and employer-matched retirement savings from day one.
• Living Our Values – Core values guide hiring, growth, and retention; pay transparency and ongoing salary market analysis.
• Award-Winning Onboarding – Structured onboarding to set you up for early success.
• Grow Your Career from Within – Internal promotion is active; over 20% of open roles are filled internally.
• Mentorship – Mentors to support personal and professional growth.
• Stay Connected – Internal networking programs and opportunities to connect across teams.
• Keep Learning – Full access to LinkedIn Learning and Kaplan for continuous development.
• Invest in Your Future – Tuition discounts via the University of Arizona Global Campus partnership.
• Earn When You Refer – Employee referral bonuses for bringing great people on board.

Equal Opportunity & Accommodations

Insurity is proud to be an Equal Opportunity Employer. We are committed to a diverse, equitable, inclusive, and belonging-focused environment. We provide reasonable accommodations to participate in the application process and employment as needed. Please contact us to request accommodation.

Thank you for your interest in Insurity. Please understand that due to volume of applications, only selected candidates will be contacted.

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