Customer Success Manager

Ascend; San Francisco (CA); On-site; USD 105,000 - 110,000; Full time

Job summary

Ascend, based in San Francisco, seeks a Customer Success Manager to own post-implementation lifecycle for high-value customers, driving adoption, retention, and expansion. You will build trusted advisor relationships with senior stakeholders and coordinate cross-functionally to deliver durable growth.

You will balance hands-on account management with scalable processes, surface customer insights, and lead business reviews to ensure renewal success in a fast-growing fintech environment.

Qualifications

• 3+ years of experience in related roles.
• Proven track record managing high-value enterprise customer relationships.
• Strong written and verbal communication for executive conversations.

Responsibilities

• Fully own post-implementation customer lifecycle including renewals and expansion.
• Act as voice of the customer to inform product/process decisions.
• Define scalable customer success practices and drive adoption and retention.

Skills

Enterprise account management

Relationship management

Executive communication

B2B SaaS experience

Renewals & expansion

Job description

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What We Do

Insurance is a $10T industry still running on PDFs, email threads, and manual reconciliation. Ascend is changing that. We built the first and only complete financial operations platform purpose-built for insurance — combining AI-powered accounting automation, payments, and premium financing in a single vertically integrated solution. In five years, we've become the market leader: over 4,000 businesses, including more than half of the 50 largest brokers in the country, trust Ascend to bring clarity to complex accounting operations — from collection to close.

How We Do It

Ascend automates the financial operations that insurers, MGAs, and agencies run every day — and embeds directly into the transactions where money actually moves.

AI is driving the cost of software toward zero. The companies that win won't just sell tools — they'll capture value at the point of the transaction itself. Ascend is built for exactly that moment. Our customers don't just adopt software; they unlock measurable efficiency with a proven 5–7x return on investment.

Why We Do It

Our 70+ person team, based in San Francisco and Columbus, brings together deep expertise in insurance, fintech, and AI to build infrastructure the industry has never had.

Your Role

We are looking for a relationship driven, strategically minded Customer Success Manager to scale our post-implementation Customer Success function. This role will own the end to end lifecycle of Ascend's highest value customers, serving as a trusted advisor to senior stakeholders while ensuring strong adoption, retention, and expansion. You'll balance hands-on account management with long-term thinking by building repeatable motions, surfacing customer insights, and partnering cross functionally to drive durable growth.

Responsibilities will include

Objective #1: In your first 30 days, you will:

• Dive deep into Ascend's product, customer segments, and current Customer Success processes and tools
• Build foundational relationships with internal partners across Sales, Product, and Product Support
• Begin developing your approach to managing relationships and driving value for sophisticated insurance organizations

Objective #2: In your first 60 days, you will:

• Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day to day users
• Develop a strong understanding of your customers' workflows, goals, and success metrics with actionable insights to improve adoption and outcomes
• Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support

Objective #3: In your first 90 days, and beyond, you will:

• Fully own the post implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product
• Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions
• Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world class enterprise customer experience

You might be a good fit if you are / have

• 3+ years of experience in related roles
• Prior experience managing high value enterprise customer relationships in B2B SaaS or Fintech environments
• Comfortable operating in the ambiguity and pace of a high growth startup
• Strong written and verbal communication skills with the ability to navigate executive level conversations and complex subject matter
• A consultative, relationship first approach to customer success with a proven track record of renewals and expansion
• Background in insurance, financial services, or fintech is a plus

Base Salary Range: $105,000-110,000

Equal Opportunity

We are committed to equal opportunity employment and embrace diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage candidates to apply even if their experience doesn't precisely match this opportunity. We value diversity and are dedicated to equal opportunity employment.