Objective

Under the supervision of the VP of Customer Success, the Customer Success Manager (CSM) serves as the main point of contact between InsCipher and high-revenue clients across all product/service offerings. The CSM serves as the point of escalation for at-risk clients and is responsible for building and maintaining client relationships, developing wellness plans, and delivering ongoing support. Our ideal candidate is proactive and gritty with an innate desire to drive successful outcomes and reduce churn. The CSM will work alongside other customer success team members and account managers to provide an unparalleled customer experience.

Essential Functions

• Establish positive, collaborative relationships with high revenue clients
• Perform proactive, scheduled outreach to targeted segments of the customer base
• Respond to incoming client requests and provide prompt, accurate follow-up
• Perform value analysis and prepare quarterly client-facing reports
• Lead customer satisfaction initiatives to collect data and evaluate overall client health
• Assess pain points and coordinate holistic wellness plans for at-risk clients
• Own client escalations
• Possess an in depth understanding of insurance broker workflows as they apply to InsCipher products and services
• Assist with client offboarding
• Work independently to hit key performance metrics

Qualifications

• Bachelor's Degree Preferred
• 2 years insurance industry/accounting/surplus lines experience preferred 
• 3 years of customer service experience required
• 1 years experience in c-suite presentations and meeting facilitation required
• Skilled in all MS Office Suite applications
• Knowledge of project management fundamentals
• Impeccable written and verbal communication with attention to detail
• Precise organizational and time management skills