Senior Customer Success Manager – Insurance
ActiveProspect
Director of Customer Success
MARKT-PILOT
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteJob Level
Lead
About the role
- Lead, mentor, and scale a team of Customer Success Managers, providing coaching, performance management, and career development opportunities.
- Establish team goals, KPIs, and accountability frameworks to drive consistent performance across the organization.
- Recruit, onboard, and develop top Customer Success talent to support company growth and foster a culture of customer-centricity and continuous improvement.
- Oversee management of the company’s most strategic accounts across North America, ensuring exceptional customer outcomes and relationship depth.
- Directly engage with VP- and C-level executives at key accounts, leading quarterly business reviews and strategic planning sessions.
- Develop and execute customer success strategies that drive product adoption, retention, and expansion across the portfolio.
- Own and drive Net Revenue Retention targets across the Customer Success organization and identify upsell/cross-sell opportunities.
- Proactively identify churn risks, develop mitigation strategies, and ensure high customer retention rates.
- Partner with Sales leadership to optimize the customer lifecycle from onboarding through expansion.
- Define and implement Customer Success processes, playbooks, and best practices; establish metrics and reporting frameworks to track performance and customer health.
- Partner closely with Product, Sales, and Engineering to ensure customer feedback drives product roadmap decisions and lead cross-functional initiatives to improve customer experience.
- Develop deep expertise in the OEM, machinery, and manufacturing industry to drive strategic customer conversations and represent the company at industry events.
Requirements
- 5-8+ years of experience in Customer Success, Account Management, or customer-facing roles in B2B SaaS environments
- 3+ years of experience managing and scaling Customer Success teams of 5+ people
- Proven track record of developing high-performing teams and driving individual contributor success
- Demonstrated success managing strategic accounts with executive-level stakeholders and complex decision-making processes
- Strong understanding of SaaS customer lifecycle and experience driving Net Revenue Retention of 110%+
- Experience leading quarterly business reviews and strategic planning sessions with C-level executives
- Familiarity with the OEM, machinery, or manufacturing industry strongly preferred
- Experience with CRM systems like HubSpot or Salesforce and Customer Success platforms
- Exceptional communication, presentation, and stakeholder management skills
- Strategic thinking with ability to balance long-term vision with short-term execution
- Consultative, analytical, and highly organized approach with focus on business impact
- Experience working in fast-paced, high-growth environments
- Comfortable with ambiguity and building processes from the ground up
- Willingness to travel 2-3 times per month across North America for customer visits and team meetings
