Customer Success Manager – Insurance
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Job Description
Customer Success Manager at GenLogs enhancing customer experience within the Insurance industry. Responsible for account management, implementation, training, and expansion strategies.
Responsibilities:
- Insurance Account Management: Manage customer book of around $3 million ARR within the Insurance / Insuretech vertical
- Implementation and activation: Onboard new customers and guide them through product setup, training, and initial usage to ensure successful implementation.
- Training and enablement: Develop and execute customer success playbooks and resources to drive customer adoption.
- QBRs and strategic alignment: Conduct regular stakeholder check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
- Expansion and renewal: Develop an upsell and renewal strategy based on usage data, stakeholder feedback, and customer goals. Ensure a high level of revenue retention and expansion. Partner closely with Sales for largest upsell opportunities.
- Quarterly travel for industry conferences, QBRs, and onsite customer meetings
- User support: collaborate with Support and Engineering teams on user issues
- Customer and user advocacy: Serve as the liaison between customers and internal teams, such as Product, Engineering, and Data teams
Requirements:
- Roll-up-your-sleeves attitude—you thrive in ambiguity and can execute as well as strategize.
- 5+ years experience in account management or customer success
- Experience in managing customer success programs, customer retention, and upselling strategies.
- Excellent written communication and documentation skills
- Strong track record of building customized reports and presentations to unlock customer insight
- Strong problem-solving abilities
- B2B SaaS experience preferred
- Insurance or Insuretech experience required including familiarity with Central Analysis Bureau.
Benefits:
- Healthcare
- Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
- Employer contribution towards premiums of optional higher-end plans
- Time Off
- Unlimited PTO
- Sick leave
- Company holidays (GenLogs observes all federal US Government holidays)
- Flexible leave for caregiving and medical needs
- Family Support
- Paid parental leave
- Professional Development
- Budget availability for approved professional development courses, certifications, and training
- Travel Support
- 100% travel reimbursement for all approved company travel and spending
- Retirement Savings
- 401(k) plan
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