Customer Success Manager – Remote (US)

At Hire With Jarvis, we help organizations hire the right people in the right seats at the right time. We are supporting a fast growing SaaS company that powers operational excellence for specialty insurance distributors. They are searching for a Customer Success Manager who will take full ownership of the post sale journey and ensure every customer achieves real, measurable success.

About the Role
This role owns everything that happens after a customer signs. You will guide onboarding, accelerate adoption, improve workflows, and drive renewals and expansion opportunities. You will be the strategic partner customers rely on to turn their goals into strong product usage and clear ROI.

You will work closely with Sales, Product, Support, and the delivery team to ensure customers see their operations working in the platform and remain engaged as they scale. This role is ideal for someone who is proactive, structured, and confident working with both technical and executive stakeholders.

What You Will Do Onboarding and Time to Value

• Build onboarding plans tailored to customer segments
• Align goals, success metrics, timelines, and ownership
• Coordinate data loads, configuration, and training across key personas
• Track Time to Value and communicate progress, risks, and milestones

Adoption, Outcomes, and Expansion

• Map customer workflows to platform capabilities across underwriting, operations, finance, and more
• Drive adoption through enablement paths, office hours, and short form training content
• Identify expansion opportunities and partner with Sales to execute them
• Ensure customers move from functional use to deep, value driven adoption

Executive Relationships and QBR Leadership

• Run structured QBRs that highlight ROI, adoption trends, roadmap context, and action plans
• Maintain a success plan for each customer
• Own renewal strategy, forecasting, and communication

Health, Risk, and Issue Management

• Own the account health score across usage and qualitative indicators
• Identify risk early and take action
• Triage support issues and partner with Support and Engineering to resolve them
• Communicate updates clearly and set expectations with customers

Voice of the Customer

• Provide actionable insights to Product and UX based on customer feedback and usage data
• Contribute documentation, playbooks, and repeatable processes to strengthen the CS function

What Success Looks Like

• Strong Gross Revenue Retention
• Growing Net Revenue Retention
• Faster Time to First Value
• Higher adoption across roles and features
• Accurate renewal forecasting
• High NPS and CSAT

What We Are Looking For

• 3 to 7 years of Customer Success or Post Sales experience in B2B SaaS
• Insurance, insurtech, MGA, MGU, carrier, or brokerage experience strongly preferred
• Ability to manage complex onboarding processes including CSV and API based integrations
• Proven ability to drive renewals and expansion independently
• Strong communication skills with an executive presence and clean documentation style
• Comfortable in a fast moving startup environment with high ownership and minimal structure
• Experience mapping workflows or working with systems like AMS, PAS, ERP, or CRM

Compensation and Details

• Base salary between $110,000 and $120,000 depending on experience
• Bonus opportunity of 15 to 25 percent
• Remote within the United States

Why This Role Matters This is a high impact position where the work you do directly influences customer value, retention, and long term growth. If you thrive in roles where you own outcomes, solve meaningful business problems, and build strong relationships, you will succeed here.

Interested in Learning More? If you are a proactive Customer Success leader ready to drive real results, we would love to connect. Reach out to Hire With Jarvis and apply today!

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