Customer Success Manager

Customer Success Manager | Senior Customer Success Manager

About Convr: Convr is an AI underwriting, data, and intelligent document processing workbench that drives world-class customer experiences. It delivers premium growth, insights and efficiency for commercial P&C insurance organizations of all sizes, including many top carriers, MGA's, Brokers and Reinsurers.

Founded in 2016, Convr is solving the greatest challenges of commercial insurance organizations. With rapid advancements in technology, Commercial Insurance Carriers, MGA’s, and Brokers are falling short on technology enablement and efficiency deliverance.  Outdated business processes, inaccurate data and technologies are holding them back from elevating and delivering on better customer experience. In addition, this is adding time and costs to doing business, increasing expense ratios and manual entry errors.

With Convr, commercial P&C insurers manage the underwriting process from submission to quote with an on-demand software platform with its purpose-built Artificial Intelligence decisioning engine, empowering them to make better decisions, faster. Our vision is to transform the world through data, discovery, decision, and we do that today by empowering commercial insurers with a core underwriting management solution enabling a frictionless experience, delivering superior performance, optimal efficiency, and world-class customer engagement from submission to quote. You can make a difference in the commercial and property insurance industry by joining and leading to digitally transform commercial insurance with modern AI.

Role Overview: In this role, you will be joining the Customer Experience Team as a Customer Success Manager and will be the primary link between Convr and our customers. You will ensure that Convr customers make the best possible use of the Convr platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals. You should have a talent for cultivating your personal brand as a trusted advisor to your customers and a collaborative teammate to cross-functional internal teams.

Who You Are:

• Have at least 5+ years of experience in Customer Success and/or Professional Services at a SaaS company
• Are extremely organized and able to multi-task. Ability to simultaneously manage multiple customers with competing priorities.
• Are experienced in one or more of the following areas: Insurtech, Commercial P&C insurance; Underwriting & Operations
• Have unparalleled dedication to the customer’s best interest
• Are a natural communicator who adjusts their style to match their audience
• Have excellent oral and written communications skills, including experience working in cross-functional teams and presenting to business executives
• Have the ability to continuously improve Customer Success and Professional Services across the company by helping to create a company-wide culture focused on customer success and delight across the organization

What You’ll be Doing:

• Drive Convr Platform adoption, focusing on helping your customers achieve their business objectives. This role requires a person who is excited to be hands-on in the Platform
• Own customer communication to ensure a streamlined customer experience
• Use knowledge of the Convr platform and insurance industry practices to craft and present strategic solutions that ensure customers realize their goals.
• Identify growth potential for customers as it relates to additional Convr Platform functionality or Services opportunities
• Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned customer accounts in partnership with relevant Business Development Executives (BDE) – while achieving targeted renewal rate
• Orchestrate internal Convr cross-functional teams to ensure the voice of the customer is being represented as it relates to product and strategic decisions
• Work collaboratively to address customer challenges with a sense of urgency

Role Requirements:

• 5+ years of experience in Customer Success and/or Professional Services with a SAAS Company
• Experience using Salesforce, Zendesk and Jira
• 3+ years of experience with, and deep knowledge of, commercial P&C insurance products, services, channels, functions, and processes (Underwriting & Operations a plus)
• Demonstrated ability to be hands on and truly understand how technology enables customer business objectives
• Bachelor’s degree from an accredited college or university, or proven experience

Why Join Convr?

• Radical Openness. We believe in full, transparent communication across the board, fostering trust with both our team and our clients.
• Flexible Life. We prioritize genuine work-life balance and offer flexibility, ensuring you can manage your professional life alongside your personal life.
• One Team, One Mission. We cultivate an "All Hands-on Deck" mentality, ensuring seamless collaboration where everyone helps one another, regardless of department.
• Your Impact is Visible. In our dynamic, high-growth environment, you're not just a number; you are a well-known contributor committed to changing the commercial insurance industry.
• Relentless Growth. We empower you to challenge yourself continually, believing that personal and professional development drives career success.
• Commitment to Excellence. We are a team of recognized experts, and we constantly strive for the highest standards in our field.

Benefits & Compensation?

• Remote work opportunities 
• Flexible Paid Time Off
• Company Paid Holidays
• Insurance Coverage (medical, dental, vision, short-term & long-term disability, life insurance, and accident coverage)
• 401K
• Paid Parental Leave
• The annual salary for this role starts at $125,000 +. The final compensation will be determined based on factors such as location, experience, education, skills, and industry knowledge.