Customer Success Manager

About InsuredMine

InsuredMine is a CRM solution designed specifically for U.S. insurance agencies, facilitating the entire sales and customer management process from acquisition to renewal and expansion. It integrates seamlessly with prominent Agency Management Systems like EPIC, HawkSoft, and AMS360 to enable agencies to manage their books more efficiently and cohesively. The Customer Success team, located at the Plano, TX headquarters, plays a crucial role in client retention, product adoption, and business growth.

Role Overview

The organization is seeking a Customer Success Manager responsible for managing a set of client accounts, primarily targeting agencies with 10 or more users exhibiting active growth intentions. Initially, duties involve onboarding new clients, fostering product use, and establishing solid client relationships. The role offers an opportunity to advance into strategic account management including renewals, expansion, and churn mitigation. This position is ideal for professionals early in their Customer Success career aiming to progress into senior strategic roles.

Key Responsibilities

• Manage a portfolio of Ideal Customer Profile (ICP) accounts as the main client liaison throughout their lifecycle.
• Facilitate onboarding and training sessions to accelerate user engagement and proficiency with the product.
• Conduct regular meetings to review client objectives, usage, and satisfaction levels.
• Assess account health, proactively detect risks of client churn, and develop retention strategies.
• Recognize and pursue opportunities for upselling and expanding services within the client base.
• Analyze client product usage data and convert insights into practical recommendations.
• Collaborate closely with Sales, Product, and Support teams to address and escalate client concerns.
• Maintain precise and timely documentation of account status and health in the CRM system.
• Gradually take on strategic account planning responsibilities and provide guidance to junior team members.

Required Qualifications

• Between 1 and 3 years of experience in Customer Success, Account Management, or client-facing roles within SaaS; previous insurance or InsurTech experience is advantageous.
• Strong proficiency in both oral and written communication.
• Instinctive relationship-building abilities coupled with a customer-centric and proactive approach.
• Comfortable analyzing data including usage patterns, retention metrics, and related reports.
• Effective problem-solving skills and the capability to handle multiple client accounts simultaneously.
• Experience with CRM platforms; exposure to SaaS or B2B software contexts preferred.
• Residing in or willing to work on-site at the Dallas–Fort Worth area (Plano office location).

Compensation and Benefits

• Competitive base salary determined by experience level.
• Incentive bonuses linked to client retention and growth performance.
• Defined career progression path leading to Senior or Strategic Customer Success Manager roles.
• Health insurance coverage, paid time off, and a collaborative, rapidly expanding work environment.

Application Process

Candidates should submit a resume along with a brief statement explaining their enthusiasm for Customer Success in the InsurTech sector. Applications are assessed continuously as they are received.