Customer Success Manager

About the role

The Customer Success Manager will lead the development and continuous enhancement of the US customer success strategy, ensuring alignment with business goals and client expectations. They will own end-to-end client onboarding, including discovery workshops, requirements capture, solution design, platform configuration, UAT coordination, go-live readiness, and post-launch stabilization.

Responsibilities

• Lead the development and continuous enhancement of the US customer success strategy, ensuring alignment with business goals and client expectations.
• Own end-to-end client onboarding, including discovery workshops, requirements capture, solution design, platform configuration, UAT coordination, go-live readiness, and post-launch stabilization.
• Establish and maintain proactive mechanisms for monitoring customer satisfaction, identifying trends, and implementing data-driven improvements.
• Independently manage and deliver complex implementation projects, from PoC workshops through full deployment, ensuring superior client experience and timely execution across multiple stakeholders.
• Identify and pursue strategic business opportunities with existing clients, acting as a key relationship manager across internal and external stakeholders (Insurers, MGAs, Munich Re Group Companies).
• Lead initiatives to digitize underwriting workflows by translating business rules, pricing logic, and operational requirements into scalable platform configurations and implementation plans.
• Collaborate with Business Development (BD) Managers to co-develop tailored client value propositions, taking ownership of sales pitch preparation and delivery, and driving client engagement strategies.
• Serve as a strategic advisor to clients during implementation and operational phases, proactively identifying opportunities to scale business volume and improve platform utilization.
• Monitor and analyze the effectiveness of sales strategies, providing actionable insights and recommendations to BD Managers based on implementation outcomes and client feedback.
• Demonstrate deep understanding of platform capabilities, bridging business and technology perspectives to influence platform development and innovation.
• Actively lead cross-functional collaboration with client teams (e.g., Underwriting, Actuarial, Contract Writers), supporting BD strategy execution and contributing to the success of the Americas Team.
• Facilitate knowledge exchange with innovation and product development teams across the Munich Re ecosystem to bring forward relevant solutions.
• Champion client-centric feature development, acting as the voice of US customers within the broader Realytix Customer Success Team and influencing product roadmap decisions.
• Work directly with engineering and client IT teams on technical topics such as API requirements, data mapping, configuration logic, defect triage, release readiness, and production issue resolution.

Qualifications

• Understanding of underwriting principles in Non-Life (treaty or facultative) to understand product concepts for Digital & Automated Underwriting
• 5+ years of relevant experience in Underwriting, Software Development, Project Management skills within the insurance, InsurTech or a similar technical delivery role.
• Working knowledge and solid understanding of different insurance or reinsurance pricing approaches and components.
• Prior experience in software development, QA, solutions architecture, implementation engineering, or a similar technical delivery role.
• Experience translating business requirements into technical specifications and platform configurations
• Experience working with APIs, data mapping, integration requirements, and testing
• Ability to troubleshoot complex implementation issues with engineering and client IT teams
• Experience with SaaS platforms, workflow systems, or rules/pricing engines
• Self-starter with a strong bias for action and ability to manage competing priorities
• Excellent networking, communication, influencing without authority and stakeholder management skills
• Customer-service and relationship-oriented
• Familiarity and interest with the technology space and IT platforms
• Bachelor’s Degree or equivalent work experience preferred
• Willingness to work with teams distributed across different time zones and continents
• Willingness to travel around 10%

Benefits

The base salary range anticipated for this position is $115,600- $169,500 plus opportunity for company bonus based upon a percentage of eligible pay. In addition, the company makes available a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, 401k match, retirement savings plan, paid holidays and paid time off (PTO).