Strategic Customer Success Manager (Insurance Carriers)

Wisedocs; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A growing AI platform in Toronto seeks a Strategic Customer Success Manager to lead partnerships with major insurance carriers. The role involves managing relationships, ensuring customer satisfaction and retention, and driving renewal outcomes through proactive engagement. Candidates must have over 10 years of experience in managing enterprise clients, a strong understanding of insurance operations, and exceptional communication skills. A hybrid work environment is offered along with competitive compensation.

Benefits

Flexible hybrid environment

Health and dental coverage

Competitive compensation with stock options

Access to learning and professional development fund

Generous Paid Time Off

Employee Referral Bonus

Qualifications

• 10+ years managing enterprise customers in SaaS.
• Strong understanding of insurance and claims operations.
• Demonstrated experience owning and leading enterprise renewals.
• Exceptional organizational discipline and presentation skills.

Responsibilities

• Lead strategic partnerships with major insurance carrier accounts.
• Own the renewal lifecycle for assigned accounts.
• Identify and manage risks early in the customer journey.
• Collaborate with cross-functional teams for effective customer support.

Skills

Strategic problem-solving

Executive communication

Risk management

Customer relationship management

Job description

Strategic Customer Success Manager (Insurance Carriers)

Wisedocs is a rapidly growing venture-backed AI platform transforming how companies in the insurance industry analyze claims. We’ve raised ~$20 M USD from top investors, support 100+ team members globally, serve 90+ customers across North America and Australia, and are doubling revenue every year.

Our mission is clear: make it simple and accessible for any organization in the insurance to automate what used to take hours of manual work and surface the insights that matter.

Built by founders who’ve experienced the claims process themselves, Wisedocs combines deep domain experience with next-gen AI. Our models are trained on 100 million+ documents, and our platform turns chaotic record-stacks into clean, structured timelines, summaries and defensible outputs, with built-in expert human oversight (human in the loop).

You’ll join a mission-driven team that values innovation, collaboration and meaningful impact, where every day you’re helping organizations cut through complexity, make smarter decisions faster, and ultimately support people in claims journeys who often count on us when it matters most.

If you’re excited about building intelligent products, shaping workflows at scale, and being part of a high-growth company that’s rewriting the rules of document analytics in regulated industries, come join us at Wisedocs.

Role Summary

Wisedocs is expanding our partnerships with large insurance carriers, and this role plays a critical part in that growth. Our largest customers operate complex, high-volume claims environments that require thoughtful relationship management, deep operational understanding, and proactive leadership. As our first Strategic Customer Success Manager focused on insurance carriers, you will help define how we support enterprise customers, navigate complexity, and deliver long-term value.

The Strategic Customer Success Manager (Strategic CSM) is responsible for the success, retention, and renewal of Wisedocs’ largest and most complex insurance carrier customers. This role partners closely with claims operations, medical management, and leadership teams to ensure Wisedocs is deeply embedded into core claims workflows.

This is a highly senior, strategic role requiring deep insurance and claims operations understanding, strong executive presence, and the ability to lead complex, multi-stakeholder accounts through change, risk, and renewal.

What you'll be doing:

• Strategic Partnership & Customer Leadership: Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction. Lead strategic check-ins, business reviews, and planning conversations that align Wisedocs to customer operational goals. Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders.
• Renewal Ownership: Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning. Proactively identify value gaps or risks well ahead of renewal timelines. Prepare executive-level business impact summaries, usage insights, and alignment materials. You will approach renewals as a continuation of partnership, grounded in demonstrated value, operational outcomes, and trust.
• Risk Management & Escalation Handling: Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends. Respond quickly and empathetically to escalations, providing clear timelines and follow-up. Partner cross-functionally to drive resolution. Maintain structured documentation of issues, root causes, and action plans.
• Cross-Functional Leadership: Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support. Work within a pod structure to ensure coordinated support for large carriers. Surface patterns from customer files and behaviors to inform product roadmap discussions. Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success motion.

What Impact You Will Make

• Strengthen relationships with Wisedocs’ largest insurance carriers through proactive engagement, thoughtful business reviews, and consistent follow-through.
• Drive retention and renewal outcomes by helping customers clearly understand and realize value within their claims workflows.
• Reduce operational friction and escalations through early risk identification and structured intervention.
• Influence product direction by bringing forward clear, customer-informed insights from complex carrier environments.

What Experience We Need

• 10+ years managing enterprise customers in SaaS.
• Strong understanding of insurance and claims operations, including complex, regulated customer workflows.
• Demonstrated experience owning and leading enterprise renewals.
• High technical aptitude and ability to quickly understand and explain technical concepts to diverse audiences.
• Proven ability to lead complex accounts independently while collaborating effectively cross-functionally.
• Exceptional organizational discipline, executive communication, and presentation skills.
• Strategic, proactive problem-solver who identifies risk early and drives solutions forward.
• Comfortable operating in fast-paced, evolving environments.

What We Offer

• Flexible hybrid environment with the option to collaborate in-person at our Toronto HQ.
• Modern employee benefits, including health and dental coverage.
• Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
• An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and when you thrive there, you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.
• Access to a learning and professional development fund to help you level up your career while you’re working with us. We hope to be an incredible step up in your career if you decide to come and work with us.
• Company events.
• Generous Paid Time Off.
• Paid Sick Days.
• Casual Dress code.
• Employee Referral Bonus.
• Tuition Assistance.
• Plus, many other Recognition Programs!

Recruitment Journey at Wisedocs

We're excited to meet you and explore the possibilities together! At Wisedocs, honesty is one of our core values. Our Recruitment process is transparent to ensure you are set up for success:

• Round 1 – People & Culture Chat: 20–30 min conversation about your background, goals, and the role.
• Between Rounds 1 & 2 – Take-Home Exercise: If you move forward, our People & Culture team will send you a take-home case study to prepare in advance of your next interview.
• Round 2 – Interview with the Director of Customer Success: You’ll present your prepared take-home case study and discuss your approach, thought process, and recommendations (1 hr).
• Round 3 – Interview with the SVP of Customer Success: Deep dive into your experience and problem-solving approach (45 min).
• Round 4 – Leadership Conversation: Meet our COO to learn about their vision and your impact (30 min).

Compensation

Our target base salary range for this role is $90,000 - $120,000 CAD. This range reflects the full growth journey within the role — from building and developing skills early on, to becoming highly proficient and ultimately achieving excellence. Where an offer lands within the range is based on your experience, skills, and impact, which we assess throughout the hiring process.

We’re committed to paying fairly, transparently, and for growth. You’ll have regular career development conversations with your manager, and your compensation will grow as you gain experience and contribute meaningfully to our mission.

If your compensation expectations fall outside of this range but you’re still excited about the role or our company, we’d still love to hear from you and get to know you.

Note

We’re embracing the possibilities of AI to work smarter, improve our systems, and create even better experiences for both our customers and our team. As part of this approach, we’re committed to building an inclusive and thoughtful hiring process and may use AI-powered tools to support parts of our screening and assessment process. These tools are used alongside human review to help keep our process fair, consistent, and efficient.

This posting is for current and future opportunities at Wisedocs. Even if there isn’t an immediate opening, we’re always excited to meet great people. If your experience lines up, we encourage you to apply — we’ll reach out when a role opens up that’s a good fit.

WisedocsAI is an equal opportunity employer and we’re committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs.