Strategic Customer Success Manager, Insurance Carriers
Wisedocs
full-time
Posted on:
Location Type: Remote
Location: District of Columbia • United States
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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. You will approach renewals as a continuation of partnership, grounded in demonstrated value, operational outcomes, and trust.
- 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. Partner cross functionally to drive resolution. Maintain structured documentation of issues, root causes, and action plans.
- Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support. Work within a pod structure to ensure coordinated support for large carriers. Surface patterns from customer files and behaviours to inform product roadmap discussions. Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success motion.
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
- Remote work environment
- 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. We can offer you a super-immersive learning environment, and when you thrive there, you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.
- Access to a learning and professional development fund to help you level up your career while you’re working with us. We hope to be an incredible step up in your career if you decide to come and work 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 & Tools
SaaSrenewal forecastingrisk assessmentusage insightsaccount managementcustomer successstrategic planningdata analysistechnical conceptsworkflow management
Soft Skills
executive communicationpresentation skillsproblem-solvingorganizational disciplinerelationship buildingcross-functional collaborationempathetic responsestrategic thinkingtrust buildingadaptability