Full-Time Senior Manager, Customer Success, Insurance

Reporting to the Senior Director of Value Consulting, the Senior Manager, Customer Success, Insurance is responsible for retaining, delighting, and expanding our insurance customer base.

You will oversee the activities of the US Insurance CSMs, providing guidance to help the team deliver their best performance.

The Senior Manager collaborates with cross-functional partners to quickly resolve issues, improve customer retention, maintain customer service standards, and ensure a high level of customer satisfaction and success.

Additionally, the Senior Manager is accountable for meeting customer metrics and success outcomes, both individually and for the team.

1. Set clear goals for the CSM team. Work with the Senior Director, Value Consulting and VP of Customer Success to use effective tools, strategies, and plans to drive team performance.
2. Review account plans that prioritize customer satisfaction and success throughout the customer lifecycle, ensuring clear communication of progress with both internal teams and customers.
3. Meet with the CSM’s for weekly check-ins, goal reviews, and trainings.
4. Track and analyze customer data to identify trends, to optimize internal strategies and boost customer retention.
5. Ensure customer satisfaction across all client accounts by collaborating closely with stakeholders and customers.
6. Enhance customer satisfaction by recognizing evolving business needs and ensuring that business outcomes surpass expectations.
7. Provide day-to-day management, guidance, and mentorship to US Insurance CSMs, maintaining clear KPIs and objectives. This includes team conflict resolution, improving cross-functional collaboration, and acting as a trusted advisor to both the team and senior leadership.
8. Champion Nearmap’s values to ensure the team remains aligned with company-wide goals and objectives.
9. Collaborate with regional Sales teams to review and partner on account strategies and collaborate with the Customer Experience and Sales teams to develop solutions for strategic customers.
10. Comply with responsibilities of working for a private equity.
11. Comply with all local legislative requirements.
12. Adhere to company guidelines and the corporate Code of Conduct.
13. Where appropriate, keep up to date with legislative requirements.
14. Act in an ethical way when dealing with company assets and other people.

Relevant degree or certifications desirable.

Experience working with B2B audiences, preferably in a technology or SaaS environment.

7+ years of experience in customer success or key account management.

Experience in developing and executing customer-centric strategies, to maximize retention and value.

Proven team management experience, with a focus on coaching, mentoring, and conflict resolution.

Strong interpersonal and communication skills, both written and verbal, across internal and external stakeholders.

Strong negotiation skills, commercial acumen and expertise in building and maintaining long-term relationships.

Strong leadership qualities and passion around people development.

Proficiency with Salesforce, Microsoft Office.

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