Senior Customer Success Manager

Insurity; Poland; On-site; PLN 262,565 - 525,131; Full time

Benefits offered by this job

Comprehensive health coverage

Open PTO Policy

Employer-matched retirement savings

Job summary

Insurity is seeking a Senior Customer Success Manager in Poland to build and enhance relationships with existing customers, focusing on the Insurity Decisions Suite. This role involves managing key accounts, conducting business reviews, and ensuring customer satisfaction.

The ideal candidate will have a minimum of 3 years in customer success within the software or insurance sector. You will also collaborate closely with various internal teams to elevate the overall customer experience.

Qualifications

• 3 years in a customer success role within the software‑as‑a‑service and/or insurance industry.
• 1 year working with national accounts or multiple partners.
• Strong customer support and emotional intelligence qualities.

Responsibilities

• Manage and grow customer relationships, serving as their primary point of contact.
• Conduct regular business reviews to ensure alignment between customers’ objectives and Insurity’s services.
• Collaborate with Sales to develop strategies for customer retention.

Skills

Customer support

Emotional intelligence

Written and oral communication

Digital literacy (MS Office)

Self-starter mentality

Education

3 years in customer success role

Experience with national accounts

Tools

Customer Success Management tools

CRM tools

Job description

About Insurity

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. The company supports its 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, and its team delivers exceptional value and deep industry expertise. Insurity’s culture fosters innovation, teamwork, and continuous learning, and the award‑winning onboarding experience welcomes and supports new hires from day one.

Senior Customer Success Manager

As a member of the Customer Success Team, your focus will be on building and enhancing positive relationships with our existing customers and helping them gain access to resources and tools to be successful using Insurity's products. With a focus on our Insurity Decisions Suite, the customers you will work with vary from medium to large commercial carriers.

What Our Senior Customer Success Manager Will Do

Relationship Management

• Manage and grow customer relationships, serving as their primary point of contact.
• Act as the liaison and advocate between customers and internal teams (product development, sales, and support) to enhance the overall customer experience.
• Conduct regular business reviews to ensure alignment between customers’ strategic objectives and Insurity’s products and services.
• Maintain customer expectations and satisfaction.
• Maintain working knowledge of Insurity’s platforms, including new releases, features, and dependencies.
• Understand and demonstrate thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address them.
• Develop strong working relationships with Customer System Champions.
• Ensure contract compliance and accurate billing.
• Understand the customer experience and loyalty measures in place.
• Gain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalities.
• Monitor customer satisfaction, identifying potential issues or challenges before they evolve into major problems.
• Collaborate with Sales to develop and execute strategies for customer retention and uncover potential opportunities for upselling or cross‑selling additional products or services that meet customer needs.
• Educate customers on features, benefits, and the value of the service to drive adoption and satisfaction.
• Prepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's business.
• Lead customer meetings effectively, accurately capture minutes, and ensure completion of all meeting takeaways.
• Regularly measure Customer KPIs, monitor usage patterns to proactively address churn risk.
• Transition and onboard customers from the implementation team.
• Manage customer escalations and ensure issues are resolved quickly and effectively.
• Ensure workflow management system and customer‑facing tools are up to date.
• Facilitate end‑to‑end management of cross‑functional medium complexity enhancements in accordance with product‑specific procedures.
• Draft change requests and Statements of Work as required.
• Demonstrate an understanding of revenue recognition and account measurements.

Internal Process

• Demonstrate competency in all internal processes & practices.
• Successfully meet Insurity training goals.
• 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

• 3 years in a customer success role within the software‑as‑a‑service and/or insurance industry.
• 1 year working with national accounts (not just local or regional) or working with multiple partners.
• Strong customer support and emotional intelligence qualities with an ability to understand customers’ desired strategy and needs.
• Strong written and oral English communication skills with the ability to articulate information in presentations and written form.
• Advanced digital literacy with MS Office (Word, Excel, PowerPoint).
• Self‑starter mentality with eagerness to learn and ability to collaborate and work autonomously, with strong multi‑tasking skills.
• Nice‑to‑have: Experience with Customer Success Management or CRM tools.
• Nice‑to‑have: Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures.
• Nice‑to‑have: Strong understanding of the software development and deployment lifecycle.
• Travel required is less than 10%.

Benefits

Work Where You Thrive

Find the work environment that supports your best—whether that’s remote, in office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in‑office schedules to stay connected and collaborative.

Take Time When You Need It

We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.

Benefits That Start on Day One

Enjoy comprehensive health coverage and employer‑matched retirement savings right from your first day—because we know how important these are to you.

Living Our Values Every Day

Our core values are more than words on a wall—they guide how we hire, grow, and retain the best talent.

Award‑Winning Onboarding

From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.

Grow Your Career from Within

We believe in promoting from within. In fact, over 25% of our open roles are filled by internal candidates.

Mentorship That Matters

Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.

Insurity Podcasts

Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.

Keep Learning, Always

Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.

Invest in Your Future—and Your Family’s

Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.

Earn When You Refer

Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.

Salary Range

The career level salary range for this role is $70,000 to $140,000 (per year). This range is a guideline; actual salary may vary based on experience and qualifications.

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 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 interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.