Wisedocs

Strategic Customer Success Manager – Insurance Carriers

Wisedocs

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$90,000 - CA$120,000 per year

Job Level

SeniorLead

About the role

  • Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction.
  • Lead strategic check-ins, business reviews, and planning conversations that align Wisedocs to customer operational goals.
  • Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders.
  • Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning.
  • Proactively identify value gaps or risks well ahead of renewal timelines.
  • Prepare executive-level business impact summaries, usage insights, and alignment materials.
  • Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends.
  • Respond quickly and empathetically to escalations, providing clear timelines and follow-up.
  • Collaborate with Product, ML, Engineering, Implementation, and Support.

Requirements

  • 10+ years managing enterprise customers in SaaS.
  • Strong understanding of insurance and claims operations, including complex, regulated customer workflows.
  • Demonstrated experience owning and leading enterprise renewals.
  • High technical aptitude and ability to quickly understand and explain technical concepts to diverse audiences.
  • Proven ability to lead complex accounts independently while collaborating effectively cross-functionally.
  • Exceptional organizational discipline, executive communication, and presentation skills.
  • Strategic, proactive problem-solver who identifies risk early and drives solutions forward.
  • Comfortable operating in fast-paced, evolving environments.
Benefits
  • Flexible hybrid environment with the option to collaborate in-person at our Toronto HQ.
  • Modern employee benefits, including health and dental coverage.
  • Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
  • An opportunity to develop very rapidly in your career.
  • Access to a learning and professional development fund to help you level up your career while you’re working with us.
  • Company events.
  • Generous Paid Time Off.
  • Paid Sick Days.
  • Casual Dress code.
  • Employee Referral Bonus.
  • Tuition Assistance.
  • Plus, many other Recognition Programs!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaSenterprise renewalsrisk assessmentrenewal forecastingbusiness impact summariesusage insightsworkflow analysistechnical concepts
Soft skills
strategic ownershiprelationship buildingexecutive communicationorganizational disciplineproblem-solvingcollaborationempathypresentation skills