Strategic Customer Success Manager (Denver)

About CoverForce

At CoverForce, we're redefining how insurance is bought and sold. Our mission is simple: to make business insurance faster, easier, and fully digital. Thousands of insurance agents and corporate customers rely on our platform to streamline quoting, comparing, and purchasing policies.

We partner with leading insurers like Travelers, Liberty Mutual, and Chubb to reduce underwriting and sales time by 60%, setting a new standard for efficiency in the industry.

Our Solutions Power The Future Of Insurance Distribution

✅ Quote & Bind Platform – Used by Top 100 insurance distributors to generate quotes instantly and eliminate paperwork.

✅ Embedded Commercial Product – Enables platforms like Walmart, Gusto, and Uber to embed business insurance seamlessly into their customer journeys.

✅ Insurance’s API Layer – We’re building the Plaid of commercial insurance, providing frictionless access to policies through APIs and modern software.

CoverForce is growing fast, and now is the time to build, scale, and strengthen our customer success organization to support our next phase of growth.

What We Are Looking For

As a Strategic Customer Success Manager, you’ll own a book of business and operate like a GM of your accounts — driving activation, adoption, and platform usage across agency networks, wholesalers, and enterprise customers. Your success isn’t about protecting ARR or driving traditional upsells. CoverForce earns revenue when customers bind policies through our platform, which means your impact is measured by the activity you drive: every quote submitted, every policy bound.

You’ll build relationships at every level — from the producers doing daily quoting to operations managers to agency principals — and use data to understand who’s using the platform, who isn’t, and why. You’ll design and execute adoption strategies that turn onboarded customers into habitual users, expanding usage across carriers, lines of business, and locations.

This role is for someone who can look at an account where only 30% of users are active and build a plan to change that. You’re comfortable navigating technical conversations and partnering with engineering teams when needed, but your superpower is changing customer behavior — not configuring systems. You make every customer conversation count: identifying adoption gaps, uncovering workflow friction, and building scalable playbooks that lift performance across your portfolio.

Over time, your work will make CoverForce an indispensable part of how agencies operate — increasing their productivity, improving their client service, and driving measurable business outcomes. If you’re energized by driving results you can measure and want to help modernize insurance distribution, we’d love to talk.

Why this role is different

Unlike traditional SaaS CSM roles focused on contract renewals and expansion revenue, this role is optimized for CoverForce’s transaction-based model. Revenue scales with customer activity, not subscription renewals — every bound policy matters. This fundamentally changes how Customer Success operates and makes the work tangible and results-driven.

Success as Traditional SaaS CSM

• Success = contract renewal
• Revenue tied to subscription terms
• Generic relationship management
• Product adoption for adoption’s sake
• Reactive to customer issues
  
  

Success as Strategic CSM at CoverForce

• Success = measurable bind rate improvement
• Revenue scales with platform activity
• Data-driven performance optimization
• Feature adoption tied to binding ROI
• Proactive adoption and activation guidance
  
  

Responsibilities

Strategic Account Management

• Own a portfolio of accounts end-to-end, acting as the strategic leader responsible for customer health, adoption, and platform-driven revenue growth.
• Build trusted relationships with stakeholders at every level — producers, operations managers, agency principals, and C-suite executives — tailoring your approach and value proposition by persona.
• Develop and execute account plans with clear activation milestones, adoption targets, and growth strategies.
• Proactively identify and mitigate risk before it becomes churn by monitoring leading indicators and maintaining regular strategic touchpoints.
  
  

Driving Adoption & Activation

• Move customers from “onboarded” to “habitual users” by designing and executing adoption strategies that drive first quote, first bind, and ongoing platform usage.
• Analyze user activation data to identify dormant users and build targeted re-engagement plans that increase active quoting and binding.
• Conduct training sessions and workshops that go beyond feature demos — showing agents how to use CoverForce in the context of their real-world workflows and processes.
• Expand platform usage across carriers, lines of business, and agency locations within existing accounts.
  
  

Onboarding & Implementation

• Plan and oversee end-to-end onboarding of new customers, with a focus on agency networks and wholesalers, driving time-to-value with urgency and precision.
• Develop detailed project timelines, coordinate internal resources (Engineering, Product, Support), and ensure key milestones are met.
• Troubleshoot adoption blockers and escalate technical issues to Engineering when needed, serving as the bridge between customer needs and internal teams.
• Define clear success criteria with customers and ensure smooth transitions from implementation to ongoing strategic management without losing momentum.
  
  

Revenue & Performance Ownership

• Own bind rate, user activation, and adoption depth targets for your assigned accounts, with accountability for forecasting and delivering measurable platform-driven revenue growth.
• Run QBRs and business reviews that are genuinely valuable — presenting performance benchmarks, adoption trends, and actionable recommendations that drive customer behavior change.
• Identify growth opportunities (new carriers, additional lines of business, more agency locations, deeper integrations) based on customer needs, usage patterns, and product capabilities.
• Create customer-facing business reviews, ROI presentations, and adoption plans that articulate measurable value in the customer’s language.
  
  

Requirements

• 4 years in Customer Success, Account Management, or a similar customer-facing role in a B2B SaaS or platform company.
• Proven track record of driving measurable customer outcomes — whether that’s user activation, adoption growth, retention, or revenue performance. Experience owning a revenue or performance quota is strongly preferred.
• Demonstrated ability to change customer behavior, not just maintain relationships. You can point to specific before/after metrics where your work moved adoption from X% to Y%.
• Ability to communicate, present, and influence at all levels — from frontline users to executives. You’re consultative, not transactional.
• Comfortable using data to drive decisions: analyzing usage trends, identifying at-risk accounts, and building action plans from performance metrics.
• Comfortable navigating technical conversations and collaborating cross-functionally with Engineering and Product teams. You don’t need to be an engineer, but you should be able to translate between business needs and technical solutions.
• Excellent verbal and written communication skills, with the ability to create clear documentation and customer-facing materials.
• Thrives in ambiguous, fast-moving environments. You take ownership, solve problems without waiting for permission, and figure things out.
• Prior experience or knowledge within the insurance space is a plus (carriers, MGAs, brokers, agency management systems, or insurtech) but not required. Curiosity and learning agility matter more.
  
  

Why Join CoverForce?

• Join a fast-growing insurtech startup backed by leading investors.
• Be part of a team that is shaping the future of commercial insurance.
• Work on challenging problems with real-world impact.
• Competitive compensation, equity, and benefits package.
  
  

Compensation & Benefits

• Competitive cash and equity compensation package.
• Full healthcare, dental, and vision benefits for employees and their families.
• Unlimited PTO.
• Monthly in-person meetups (on the company).
• Parental leave for all kinds of parents (including adoption and foster care).
• Hybrid work environment (3 days in office)