Customer Success Manager

Insurity; Poland; On-site; PLN 80,000 - 100,000; Full time

Benefits offered by this job

Open PTO policy

Comprehensive health coverage

Employer-matched retirement savings

Mentorship program

Access to LinkedIn Learning

Job summary

Insurity is seeking a dynamic Customer Success Manager for their Marine Suite product group in Poland. The role involves driving customer success and strategic growth through strong relationship management and solution adoption among P&C Insurance clients.

Ideal candidates will have experience in Marine Cargo Insurance, customer success, and excellent communication skills. Additional benefits include flexible work options, health coverage from day one, and mentorship programs.

Qualifications

• 1–3 years’ experience in Marine Cargo Insurance, Logistics or Logistics Software.
• 1–3 years’ experience in a customer success related role.
• Ability to create succinct, audience-relevant documentation.

Responsibilities

• Build relationships with key stakeholders and customers.
• Ensure contract compliance and accurate billing.
• Transition low-complexity customers from the implementation team.

Skills

Customer Advocacy

Data Analysis

Project Management

Analytical and critical thinking

Meeting facilitation and management

Education

Bachelor’s degree in related field or equivalent work experience

Job description

Customer Success Manager – Marine Suite (IMS)

We’re seeking a dynamic and versatile Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Insurity Marine Suite (IMS) product group. This cross‑functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. You’ll be responsible for building strong in‑person relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and that their utilization of the Insurity Marine Suite Product is appropriately leveraged to drive these objectives. This role requires domain knowledge in Marine Cargo Insurance and is based in North America.

Responsibilities

Relationship Management

• 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

Internal Process

• Demonstrate competency in all internal processes & practices
• Provide mentorship to team members
• Stay up to date on industry and job‑related trends and best practices, including reading relevant publications, articles, blogs, etc.
• Other duties as assigned

Qualifications

• Minimum 1–3 years’ experience in Marine Cargo Insurance, Logistics or Logistics Software
• Minimum 1–3 years’ experience in a customer success related role, interfacing and working directly with customers
• Bachelor’s degree in related field or equivalent work experience
• Ability to create succinct, audience‑relevant, objective‑oriented written documentation (emails, PowerPoint, Word documents, etc.)
• Analytical and critical thinking
• Written and oral English communication
• Time management including work planning, prioritization, and organization
• Ability to handle multiple priorities or tasks
• Self‑starter and quick learner
• Detail‑oriented
• Active listener
• Ability to collaborate and work autonomously
• Flexible and adaptable
• Project Management
• Process analysis, design, and management
• Business Acumen
• Technical Acumen
• Software Development Acumen
• Change management
• Ability to articulately present information
• Meeting facilitation and management
• Ability to disagree and commit
• Up to 10% travel required

Desired Skills

• Data Analysis
• Coaching, training and mentoring
• Customer Advocacy

Benefits

• Remote, hybrid, or in‑office options depending on role and location
• Open PTO policy
• Comprehensive health coverage and employer‑matched retirement savings from day one
• Mentorship program
• Access to LinkedIn Learning and other professional development resources
• Discounted tuition partner program
• Employee referral bonus program

Equal Opportunity Employer

Insurity is proud to be an Equal Opportunity Employer. We are dedicated to creating an exceptional work environment for all employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.