Customer Success Manager
About the role
Inclusively is partnering with an insurance technology company to hire a Customer Success Manager. Please note: this role is NOT an internal position with Inclusively but with the partner company.
Opportunity for Impact
The company is where insurance technology gets reinvented, and we build it fast. Our cloud software and AI-powered solutions reach thousands of agencies and brokers worldwide, setting the pace for what modern insurance can do. We’re looking for a Customer Success Manager to join our Account Management team and manage strong relationships with assigned customer accounts, ensuring high satisfaction, successful product adoption, and clear recognition of ROI. The ideal team member will be hyper-focused on driving revenue growth through low cancellations and churn, high retention, and increased customer advocacy, while staying flexible and agile as business priorities evolve.
What You’ll Do
- Maintain a customer-centric attitude across all client interactions, delivering first-class service that drives high NPS scores
- Collaborate with internal company teams to resolve customer issues, communicate product requests, and deliver excellent service on a timely basis
- Set appropriate expectations with customers to position the company’s team and products for success
- Understand, analyze, and solve challenging customer requests using creative solutions
- Develop and implement account plans to drive customer retention and grow the relationship
- Lead quarterly business reviews covering perceived value, usage metrics, areas for improvement, wins and milestones, and new product features
- Build a deep understanding of customer business initiatives and partner with customers and the company teams to reach those goals through Strategic Success Planning
- Analyze customer health metrics and engagement using internal tools and usage data, feeding insights back to product and service teams to drive continuous improvement, and championing customer advocacy across the company departments to ensure a consistent experience
- Travel up to 15% for team meetings and customer events, as required
What We’re Looking For
- Strong verbal and written communication skills, able to convey information clearly, accurately, and concisely
- Minimum of 2–3 years of experience in a customer success or customer-facing role, with a proven track record and a self-starter, proactive mindset
- Expertise in customer success best practices and customer retention
- Ability to organize and prioritize tasks and projects with high attention to detail
- Empathetic to customer frustrations and needs, with experience working with customer and senior executive stakeholders
- Creative problem solver, able to identify underlying problems, not just symptoms
- Excellent presentation skills, both creating and presenting in client-facing meetings
Bonus points if you also have:
- Familiarity with the company’s product portfolio, including our core management systems and extended solutions
- Experience with Salesforce
Why You’ll Like Working on Team
The best work happens when smart people move fast, together. For over 40+ years, the company has built technology that solves real problems for insurance professionals—and we’re still pushing what’s possible. You’ll be part of our people-first culture built on trust, inclusion, and growth—where you’re supported to deliver, collaborate with teammates who care, and grow with leaders invested in your success.
How We’ll Support You
- Medical, Dental, and Vision Coverage
- Holiday and Vacation Time
- Health & Wellness Days
- A Bonus Day for Your Birthday
Pay
$65,000–$95,000 USD