What are the responsibilities and job description for the Customer Success Manager position at Sure?
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Sure is looking for a Customer Success Manager (CSM), Agency Partnerships to own the success and growth of Sure's Agency partner relationships. You are the primary relationship owner accountable for partner health, Gross Written Premium (GWP) growth, and program outcomes across your assigned accounts. You own the relationship; the Product Implementation Manager (PIM) owns delivery. This role sits within the Strategic CS segment of Customer Success and reports to the VP of Customer Success.
Agency partners are insurance carriers and specialty distributors who embed Sure-powered programs into their distribution channels. This role requires someone who understands both the insurance business and the embedded technology layer.
This is a high-visibility role at a company that moves fast and ships the insurance programs that real customers interact with every day. If you thrive at the intersection of strategic relationship management, business outcomes, and cross-functional execution — and you want to see your work show up in GWP growth and partner programs that reach millions of people — this role was built for you.
What you'll do
Sure is looking for a Customer Success Manager (CSM), Agency Partnerships to own the success and growth of Sure's Agency partner relationships. You are the primary relationship owner accountable for partner health, Gross Written Premium (GWP) growth, and program outcomes across your assigned accounts. You own the relationship; the Product Implementation Manager (PIM) owns delivery. This role sits within the Strategic CS segment of Customer Success and reports to the VP of Customer Success.
Agency partners are insurance carriers and specialty distributors who embed Sure-powered programs into their distribution channels. This role requires someone who understands both the insurance business and the embedded technology layer.
This is a high-visibility role at a company that moves fast and ships the insurance programs that real customers interact with every day. If you thrive at the intersection of strategic relationship management, business outcomes, and cross-functional execution — and you want to see your work show up in GWP growth and partner programs that reach millions of people — this role was built for you.
What you'll do
- Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track
- Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise
- Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch
- Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution
- Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders
- Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)
- 3-5 years in customer success, account management, or partnerships either in insurtech, fintech, or B2B SaaS strongly preferred
- Experience owning GWP or revenue metrics for a book of accounts
- Strong relationship builder, able to operate across levels of a partner org from ops contacts to executive sponsors
- Clear communicator in writing and in meetings; able to run QBRs and business reviews independently
- Comfortable working in ambiguity across cross-functional teams; strong influencer without direct authority