Customer Success Manager

Midwest Startups; Chicago (IL); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Convr is seeking an experienced Customer Success Manager to be the primary link between Convr and our customers. You will ensure customers maximize the platform’s value and pursue their strategic objectives.

As a key member of the Customer Experience Team, you will drive hands-on adoption, own account health, renewals, and expansion signals, and translate needs into effective solutions. Collaborate with product, sales, and support to represent the voice of the customer and help shape scalable

Qualifications

• 5+ years of SaaS Customer Success experience with enterprise accounts.
• 3+ years of experience with commercial P&C insurance products.
• Must reside in Central or Eastern time zones.
• Experience using Salesforce, Zendesk and Jira.
• Strong organizational skills and the ability to manage multiple customers.
• Excellent written and verbal communication; able to present to executives.
• Bachelor’s degree or proven relevant experience.

Responsibilities

• Drive hands-on adoption of the Convr Platform to achieve business objectives.
• Own customer communication and account health, renewals, and expansions.
• Present strategic solutions leveraging platform knowledge and industry practices.
• Partner with Business Development on renewals, upsells, and cross-sells.
• Represent the voice of the customer across cross-functional teams.
• Help build scalable CS playbooks and customer health processes.
• Address customer challenges collaboratively with urgency.

Skills

SaaS CS

Account Management

Communication

Strategic Advisor

Time Management

Education

Bachelor’s degree

Tools

Salesforce

Zendesk

Jira

Job description

About Convr:

Convr is an AI underwriting, data, and intelligent document automation workbench built for commercial P&C insurers. We help carriers, MGAs, and brokers accelerate premium growth, improve risk insights, and drive operational efficiency.

Founded in 2016, Convr transforms outdated, manual processes into structured, decision-ready workflows.

Our modular platform manages underwriting from submission through quote with a purpose-built AI decisioning context engine – grounded in a commercial insurance ontology – ensuring complete data and smarter decisions, faster, while enabling a frictionless experience and superior performance.

As we scale, we’re building a team shaping the future of commercial underwriting.

Join us in modernizing commercial insurance with modern AI.

Role Overview:

In this role, you will be joining the Customer Experience Team as a Customer Success Manager and will be the primary link between Convr and our customers. You will ensure that Convr customers make the best possible use of the Convr platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals. You should have a talent for cultivating your personal brand as a trusted advisor to your customers and a collaborative teammate to cross-functional internal teams.

What You’ll be Doing:

• Drive hands-on adoption of the Convr Platform, helping customers achieve their business objectives.
• Own customer communication and account health, including adoption risk, renewal readiness, and expansion signals, to deliver a streamlined customer experience.
• Apply knowledge of the Convr platform and insurance industry practices to present strategic solutions that help customers realize their goals.
• Partner with Business Development Executives on renewals, upsells, and cross-sells while achieving targeted renewal rates.
• Represent the voice of the customer across Convr's cross-functional teams in product and strategic decisions.
• Help build scalable Customer Success playbooks, adoption motions, and customer health processes that strengthen a customer-outcomes culture across Convr.
• Address customer challenges collaboratively and with a sense of urgency.

Role Requirements:

• 5+ years of SaaS Customer Success experience, preferably with strategic or enterprise accounts, with accountability for adoption, retention, renewals, and measurable customer outcomes.
• 3+ years of experience with, and deep knowledge of, commercial P&C insurance products, services, channels, functions, and processes.
• To support our customers, candidates must reside in the Central or Eastern time zone.
• Experience using Salesforce, Zendesk and Jira.
• Demonstrated ability to be hands on and truly understand how technology enables customer business objectives.
• Strong organizational skills and the ability to manage multiple customers with competing priorities.
• Excellent written and verbal communication skills, with the ability to adjust style to the audience and present to business executives.
• Bachelor’s degree from an accredited college or university, or proven experience.

Why Join Convr?

Join a team of recognized experts working to transform the commercial insurance industry, where your contributions are visible and your growth is a priority. We value open communication, genuine work-life flexibility, and a collaborative culture where everyone supports one another.

Benefits & Compensation:

We offer remote work opportunities, flexible paid time off, company paid holidays, a 401(k), paid parental leave, and comprehensive insurance coverage including medical, dental, vision, short-term and long-term disability, life, and accident insurance. Final compensation will be based on factors such as location, experience, education, skills, and industry knowledge.