ActiveProspect

Senior Customer Success Manager – Insurance

ActiveProspect

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

About the role

  • The Senior Customer Success Manager (Sr. CSM) serves as a trusted advisor and strategic partner to a high-value portfolio of customers. As we mature into our evolving segmentation model, Sr CSMs will manage a blended book of high-touch Tier 1 and mid-touch Tier 2 accounts based on vertical alignment and account complexity. This role blends strategic account planning, enterprise relationship building, technical enablement, and commercial execution. The ideal candidate is consultative, data-savvy, and experienced in managing executive relationships across complex, multi-threaded organizations. They will tailor solutions to client growth potential and goals and collaborate cross-functionally to deliver business outcomes.
  • Responsibilities: Strategic Relationship Management & Relationship Building Manage a portfolio of accounts that includes both Tier 1 customers and Tier 2 customers. Build and nurture long-term, multi-threaded relationships with multiple key stakeholders per account, including decision-makers and champions. Conduct quarterly strategic reviews for Tier 1 accounts and semi-annual account reviews for Tier 2 accounts, aligned to customer goals and KPIs Lead at least one on-site client visit per year for each Tier 1 account where applicable. Become a subject matter expert in your client’s business models, industry dynamics, and evolving needs. Platform Adoption & Value Delivery Ensure clients realize ROI by monitoring platform usage using internal tools (Omni, Salesforce, etc.) and aligning to strategic outcomes. Deliver enablement check-ins, user audits, or training sessions tailored to customer tier and needs. Identify and proactively address friction points or risk signals through tailored action plans. Collaborate with Customer Marketing to deliver targeted content and campaigns to support adoption. Account Growth & Retention Own renewals and close upsell/cross-sell opportunities for assigned accounts. Create and maintain success plans that inform commercial strategy and account health. Forecast renewals and expansion with accuracy and communicate status proactively. Cross-Functional Collaboration & Leadership Partner closely with Sales, Implementation, Support, and Product teams to ensure a seamless customer experience. Share client feedback and feature requests with Product and Engineering to help influence the product roadmap and improve the customer journey. Maintain accurate and up-to-date records of customer information and interactions in CRM and customer success platforms (e.g., Salesforce). Contribute to team playbooks, onboarding content, and best practices based on enterprise account experience. Mentor CSMs and share enterprise relationship-building expertise across the CS team.

Requirements

  • 4+ years of experience in Strategic Account Management, Customer Success, or Enterprise Client Services within a B2B SaaS environment.
  • Proven success managing a portfolio of high-value, complex, and strategic accounts, ideally in the marketing technology, advertising, or lead generation space.
  • Demonstrated ability to drive customer retention, growth, and expansion through consultative relationship management and value-based selling.
  • Exceptional interpersonal skills with a strong ability to build trust, influence stakeholders, and manage multi-threaded and executive relationships.
  • Excellent communication, influence, and storytelling skills, both written and verbal.
  • Ability to translate technical concepts into business value.
  • Highly proficient CRM and CS platforms (Salesforce, Gainsight HubSpot, etc.).
  • Experience in lead generation, marketing technology, or advertising technology.
  • 25% travel required.