Enterprise Customer Success Manager

About the role

AgentSync builds modern infrastructure for carriers, agencies, and MGAs that makes compliance automatic and growth possible. This role owns the post‑sales customer experience, working directly with Product, Professional Service, Sales, and Support to drive measurable business outcomes for ~30 of AgentSync’s most strategic accounts. You will cultivate deep relationships across the customer organization, lead quarterly business reviews and executive conversations, manage escalations, drive internal accountability, and act as a strategic advisor on insurance and compliance processes while becoming an expert on AgentSync’s full product suite. The role includes traveling for onsite executive business reviews and contributing to the foundation of a world‑class Customer Success function. The ideal candidate will live within 25 miles of our Denver, CO office; candidates from CA, CO, CT, GA, IL, IN, KS, MA, MD, MI, MO, NC, NY, OR, TN, TX, UT, and WA are also considered.

Responsibilities

• Own and command the full customer lifecycle for ~30 of AgentSync’s most strategic accounts, driving measurable value, adoption, and expansion
• Cultivate deep, trusted, and transparent relationships across all levels of the customer’s organization—from end‑users and champions to C‑suite decision‑makers
• Lead quarterly business reviews and executive conversations that tie product adoption to business impact
• Confidently manage escalations, serving as the first point of resolution and diffusing risk with minimal management support
• Drive internal accountability, ensuring cross‑functional teams deliver on commitments with urgency and clarity
• Maintain a proactive, anticipatory mindset: document and collaborate on customer engagement plans that serve as the backbone for partnerships
• Grow insurance and compliance expertise to provide credible, strategic guidance on process improvements powered by AgentSync
• Become an expert on AgentSync’s full suite of products, advising on best practices and use cases
• Influence product, engineering, sales, and marketing by championing the voice of the customer and identifying opportunities to improve the product and customer experience
• Contribute to the foundations of a world‑class Customer Success function by creating and iterating on best practices, tools, and playbooks
• Travel to meet with customers and conduct onsite executive business reviews

Requirements

10+ years of enterprise B2B SaaS experience in Customer Success; 5+ years managing top‑tier enterprise/strategic accounts (the company’s largest and most complex customers). Proven ability to navigate executive‑level conversations with VP+ stakeholders in insurance, financial services, compliance, or legal industries. Track record of successfully managing escalations and leading difficult conversations with both customers and internal teams. Strong ownership mentality—taking full responsibility for outcomes and holding customers and internal teams accountable. Natural influencer who can drive cross‑functional alignment without formal authority. Exceptional communicator: skilled at simplifying complex solutions for customers and articulating customer needs to internal stakeholders. Problem‑solver with high EQ: comfortable rolling up sleeves in details or zooming out to align on strategic goals. Actively