What are the responsibilities and job description for the Director/VP of Customer Success position at Convr?
Chicagoland area is strongly preferred. Candidates residing in Ohio, New York, or New Jersey will also be considered.
About Convr: Convr is an AI underwriting, data, and intelligent document processing workbench that drives world-class customer experiences. It delivers premium growth, insights and efficiency for commercial P&C insurance organizations of all sizes, including many top carriers, MGA's, Brokers and Reinsurers.
Founded in 2016, Convr is solving the greatest challenges of commercial insurance organizations. With rapid advancements in technology, Commercial Insurance Carriers, MGA’s, and Brokers are falling short on technology enablement and efficiency deliverance. Outdated business processes, inaccurate data and technologies are holding them back from elevating and delivering on better customer experience. In addition, this is adding time and costs to doing business, increasing expense ratios and manual entry errors.
With Convr, commercial P&C insurers manage the underwriting process from submission to quote with an on-demand software platform with its purpose-built Artificial Intelligence decisioning engine, empowering them to make better decisions, faster. Our vision is to transform the world through data, discovery, decision, and we do that today by empowering commercial insurers with a core underwriting management solution enabling a frictionless experience, delivering superior performance, optimal efficiency, and world-class customer engagement from submission to quote. You can make a difference in the commercial and property insurance industry by joining and leading to digitally transform commercial insurance with modern AI.
Role Overview: The Director of Customer Experience is responsible for leading customer success management functions within the organization. This role will play a critical part in driving customer satisfaction, loyalty, and retention, while ensuring successful product implementations and delivering exceptional customer experiences.
What You’ll be Doing:
- Rapidly build rapport with new and existing customers to drive fast time to value and maximize retention.
- Develop strategies for customer retention and partner with cross-functional teams to prioritize and implement.
- Help to create a company-wide culture of Customer Success partnering closely with Business Development, Marketing, and Product teams.
- Provide customer feedback related to the product experience to BD, Marketing, Engineering and Product.
- Develop clear metrics for customer success.
- Develop and implement a comprehensive customer support strategy aligned with the company’s overall business objectives.
- Optimize customer support processes and workflows to improve efficiency and reduce response times.
- Analyze customer support data to identify trends and opportunities for improvement.
- Manage the customer experience team resources
- Drive and foster a high performing team with high engagement.
- Manage and prioritize customer backlog,
- Achieve Renewal, Renewal Lift, Add-on Expansion ARR Targets in conjunction with BD.
Core Requirements:
- Chicagoland area is strongly preferred. Candidates residing in Ohio, New York, or New Jersey will also be considered.
- Strong insurance background (underwriting)
- 10 years of experience delivering professional services to enterprise and strategic customers in a B2B SaaS environment.
- 3 years leading high-performing teams, demonstrating strong leadership and decision-making abilities.
- Proven track record of hiring, developing, and managing top-tier talent.
- Effective communication and listening skills, both internally and externally.
- Data-driven approach to customer success, value realization, and renewals.
- Empathy and customer advocacy to understand and address customer needs.
- Cross-functional collaboration with sales, product, and other teams.
Specific Skills and Experiences:
- SaaS product expertise and experience working with related technologies.
- Post-sales leadership experience, including customer success and support.
- Ability to drive action and accountability within the team.
- Metrics-driven approach to setting and achieving goals.
- Proven ability to retain and grow enterprise customers.
- Flexibility to adapt to changing needs and challenges.
Why Join Convr?
- Radical Openness. We believe in full, transparent communication across the board, fostering trust with both our team and our clients.
- Flexible Life. We prioritize genuine work-life balance and offer flexibility, ensuring you can manage your professional life alongside your personal life.
- One Team, One Mission. We cultivate an "All Hands-on Deck" mentality, ensuring seamless collaboration where everyone helps one another, regardless of department.
- Your Impact is Visible. In our dynamic, high-growth environment, you're not just a number; you are a well-known contributor committed to changing the commercial insurance industry.
- Relentless Growth. We empower you to challenge yourself continually, believing that personal and professional development drives career success.
- Commitment to Excellence. We are a team of recognized experts, and we constantly strive for the highest standards in our field.
Benefits & Compensation
- Remote work opportunities
- Flexible Paid Time Off
- Company Paid Holidays
- Insurance Coverage (medical, dental, vision, short-term & long-term disability, life insurance, and accident coverage)
- 401K
- Paid Parental Leave
- The annual salary for this role starts at $175,000 Bonus. The final compensation will be determined based on factors such as location, experience, education, skills, and industry knowledge.
