Customer Success Associate

Certificate Hero; Boston; Remote; USD 90,000 - 110,000; Full time

Job summary

Join a remote-friendly startup as a Customer Success Associate, driving customer engagement and ensuring optimal use of our cutting-edge insurance platform. In this role, blend customer success with product insights to solve real-world challenges in the insurance industry. We're looking for passionate candidates with a background in commercial lines and certificate processing to make a significant impact.

Benefits

Competitive salary and benefits package

Collaborative and supportive team culture

Opportunity to shape customer experience

Qualifications

• 3+ years experience processing certificates of insurance.
• Familiarity with insurance platforms like Vertafore.
• Experience presenting to clients via Zoom or webinars.

Responsibilities

• Own customer onboarding and training.
• Deliver ongoing support and education.
• Act as a liaison between customers and product teams.

Skills

Customer-first mindset

Excellent communication skills

Detail-oriented and organized

Tools

Vertafore

Applied Systems AMS

Job description

1 day ago Be among the first 25 applicants

Certificate Hero is revolutionizing how insurance brokers manage certificates of insurance. With the power of generative AI, we’ve built an innovative SaaS platform that streamlines certificate processing for some of the largest insurance brokers in the industry. We're a remote-friendly startup with a rapidly growing team – and we’re looking for passionate individuals who want to help modernize the insurance space.

About the Role

We’re hiring aCustomer Success Associatewith a strong background in commercial lines and certificate processing to guide customers from onboarding through ongoing adoption. You’ll be the trusted partner for our clients, ensuring they get the most value from our platform while acting as the voice of the customer within our development team.

This role blends customer success, training, product insight, and support. If you’re excited about solving real-world insurance problems with technology, this is a chance to make a major impact.

What You'll Do

• Own customer onboarding and training – ensuring a smooth, confident transition onto Certificate Hero
• Support sales by running product demonstrations and sharing expertise on workflows and certificate processes via Zoom, webinars or in person
• Deliver ongoing support and education through check-ins, refresher trainings, and troubleshooting sessions
• Build and maintain strong client relationships, becoming a go-to resource for best practices
• Act as a liaison between customers and product/engineering, surfacing feedback and helping to validate releases
• Help interpret insurance contract requirements to support client use cases
• Proactively monitor customer health and usage trends, identifying friction points or opportunities for optimization
• Create and maintain internal documentation, knowledge base content, and training materials
• Assist with quality assurance testing and product validation to ensure smooth product releases

About You

• 3+ years of experience processing certificates of insurance with a broker or carrier
• Familiarity with Vertafore or Applied Systems AMS platforms
• Ability to understand and interpret insurance contract requirements
• Experience presenting to clients or teams via Zoom, webinars or other video conferencing platforms
• Detail-oriented and organized, with strong documentation skills
• Customer-first mindset and excellent communication skills
• Comfortable in a startup environment – flexible, proactive, and adaptable
• Experience supporting or training customers in a SaaS setting is a strong plus

Why Join Us?

• Join a mission-driven team tackling real industry pain points with cutting-edge technology
• Work remotely with a collaborative, fast-paced, and supportive team
• Play a key role in shaping the customer experience and product roadmap
• Competitive salary and benefits package

Ready to make a real impact in the insurance tech space?

Apply now and help us build something great together.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Insurance

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