Customer Success Manager Insurance Vertical

Job Details

The Customer Success Manager (CSM) supports a portfolio of insurance carriers acting as their strategic partner and advocate. You will ensure clients realize maximum value fromInvoiceCloudsplatform by driving retention adoption revenue growth and product expansion. You will apply your insurance industry experience to understand carrier operations share best practices influence digital strategy and build relationships that lead to long-term success.

This role requires advanced relationship management skillsstrong communication analytical thinking deep familiarity with insurance environments and the ability to translate insights into actionable programs that deliver measurable outcomes.

Success Profile:

Success in this role is anchored inInvoiceCloudsCore Competencies. These competencies capture how we build relationships deliver value and drive outcomes for our clients and our business.

Customer Centric

• Buildstrusted long-term relationships with insurance carriers by proactively understanding their business goals workflows and operational challenges.
• Develops familiarity with carrier systems policy admin workflows and claims/payment processes to tailor guidance effectively.
• Identifiesearly signals of churn risk or dissatisfaction and acts quickly to restore confidence and strengthen engagement.
• Delivers clear empathetic communication across all channelsvirtual written and in personadapting tone and style to suit carrier stakeholders at varying levels.
• Appliesinsurance industry best practices to help carriers modernize their digital payment strategy and customer experience.
• Cultivates relationships that result inreferenceparticipation case studies and public advocacy.

Results Driven

• Designs andexecutesstrategies that materially improve digital payment adoption (AutoPay paperless billing online payments) within insurance workflows.
• Drives measurable improvements in retention revenue contribution usage ofInvoiceCloudfeatures and client satisfaction.
• Identifiesupsell or cross-sell opportunities aligned with carrier needs and produces actionable customer success qualified leads.
• Uses Salesforceadoptionmetrics and other reporting tools to evaluate account performance and create targeted plans.
• Maintains disciplined focus on achieving portfolio goals related to renewalsadoptionmetrics reference growth and revenue expansion.
• Leverages understanding of the insurance vertical to contextualize performance trends and inform account strategy.

Takes Ownership

• Manages all aspects of assigned carrier relationships ensuring proactive engagementtimelyfollow-up and strong delivery against commitments.
• Builds a working technical understanding of each carriers implementation integrations and data flows to effectively diagnose or escalate issues.
• Documentsaccounthistory conversations insights andfuture plansto ensure continuity and operational excellence.
• Anticipates client needs proposes solutions and independentlyinitiatesactions that support long-term success.
• Usessound judgment and autonomy to navigate complex situationsrepresentingInvoiceCloudwith professionalism and credibility.

Drives Efficiency

• Establishes scalable engagement cadences to effectively support a portfolio of carrier clients.
• Usesdashboards reporting tools and Salesforce workflows to prioritize outreach and manage portfolio demands.
• Appliesstrong organizational skills to manage multiple initiatives simultaneously whilemaintaininghigh responsiveness.
• Identifiesbottlenecks process gaps or workflow inefficiencieseither within client operations or internal teamsand presents structured recommendations for improvement.
• Leverages automation templates and repeatable playbooks to increase productivity and ensure consistent high-quality communication.

Innovative

• Brings creative thinking tocarrierchallenges by analyzing trendsidentifyingadoption barriers and recommending new strategies.
• Shares emerging insurance industry insights and digital engagement best practices to modernizecarrierexperiences.
• UsesAI-assisted tools to enhance account insights accelerate communication andidentifynew opportunities for optimization.
• Suggests enhancements toInvoiceCloudfeatures or programs based on client feedback and vertical-specific needs.
• Experiments with new engagement methods or reporting formats to elevate the carrier experience and drive stronger outcomes.

Requirements

• Strong relationship management experience witha track recordof driving retention and growth
• Insurance industry experience or familiarity with carrier operations workflows or core systems strongly preferred
• Experience with electronic billing payments merchant services or SaaS solutions is highly beneficial
• Outstanding verbal written presentation and interpersonal communication skills
• Customer-driven results-oriented and able tooperatewith urgency and precision
• Strong organizational time-management and planning skills
• Demonstrated ability to work independently and manage multiple priorities
• Proficiencywith Microsoft Office tools and Salesforce

Travel: Periodic travel to key carrier accounts for onsite meetings or industry conferences asrequired.

Benefits
We offer a competitive benefits program including:

• Medical dental vision life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO) wellbeing days paid holidays and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)