• Manage the administration and optimization of Customer Success platforms (e.g., Gainsight, Totango, ChurnZero). • Partner with RevOps on Salesforce integration, data hygiene, reporting, and system-driven automation. • Support and optimize customer support/call center and ticketing systems (e.g. Intercom, Jira, Zendesk). • Refine and maintain scalable system workflows supporting onboarding, health scoring, renewals, and expansion. • Build dashboards and reporting that measure retention, Net Revenue Retention, onboarding velocity, and value realization. • Identify repeatable CSM activities and implement automation to support tech-touch workflows, reduce manual effort, and improve consistency. • Leverage AI and automation tools (e.g., copilots, generative AI, workflow platforms) to enhance account insights, risk detection, and customer communications. • Execute and standardize core customer lifecycle processes, including onboarding, success planning, Quarterly Business Reviews, renewals, and expansion. • Enable CSM adoption of tools, workflows, and standardized processes through training and documentation.

Role Description We’re seeking a dynamic and versatile Senior Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Insurity Marine Suite (IMS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. You’ll be responsible for building strong in-person relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and that their utilization of the Insurity Marine Suite Product is appropriately leveraged to drive these objectives. This role requires domain knowledge in Marine Cargo Insurance, is based in North America, and requires regular in-person engagement with clients and partners. What Our Senior Customer Success Manager Will Do - Relationship Management - Primary point of management contact for assigned customers - Accurately capture minutes/actions from meetings - Prepare professional presentations/reports and effectively lead customer meetings - Ensure workflow management system and customer-facing tools are up to date - Provide tool self-service support for customers - Understand Customer KPIs; measure and track regularly - Maintain/manage customer expectations and satisfaction - Develop working relationships with Customer System Champions - Independently transition low complexity customers from the implementation team - Ensure contract compliance and accurate billing - Understand the customer experience and loyalty measures in place (NPS, references, etc.) - Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities - Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them - Uncover potential cross-sell and upsell opportunities - Enhancement Delivery - Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product specific procedures - Draft change requests and Statements of Work for small to medium complexity enhancements - Demonstrate an understanding of revenue recognition and account measurements - Internal Process - Demonstrate competency in all internal processes & practices - Support Continuous Improvement initiatives - Provide mentorship to team members - Stay up to date on industry and job related trends and best practices, including reading relevant publications, articles, blogs, etc. - Other duties as assigned Qualifications - Minimum 1-3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software - Minimum 1-3 years' experience in customer success related role, interfacing and working directly with customers - Bachelor’s degree in related field (equivalent work experience may be considered) - Ability to create succinct, audience relevant, objective oriented written documentation (emails, PowerPoint, Word documents etc.) - Analytical and critical thinking - Written and oral English communication - Time management including work planning, prioritization, and organization - Ability to handle multiple priorities or tasks - Self-starter and quick learner - Detail-oriented - Active listener - Ability to collaborate and work autonomously - Flexible and adaptable - Expectation Management - Project Management - Process analysis, design, and management - Business Acumen - Technical Acumen - Software Development Acumen - Change management - Ability to articulately present information - Meeting facilitation and management - Ability to disagree and commit - Up to 10% travel required - Demonstrate these skills at a high proficient level: Data Analysis, Coaching, training and mentoring, Customer Advocacy Benefits - Work Where You Thrive: Flex First Workforce approach offers many fully remote opportunities - Take Time When You Need It: Open PTO Policy empowers you to recharge when it matters most - Benefits That Start on Day One: Comprehensive health coverage and employer-matched retirement savings - Living Our Values Every Day: Core values guide how we hire, grow, and retain talent - Award-Winning Onboarding: Designed to set you up for success and help you make an immediate impact - Grow Your Career from Within: Over 20% of our open roles are filled by internal candidates - Mentorship That Matters: Connects you with experienced leaders committed to helping you grow - Stay Connected with Coffee for Two: Internal networking program helps build meaningful connections - Keep Learning, Always: Full access to LinkedIn Learning and Kaplan for continuous development - Invest in Your Future—And Your Family’s: Access discounted tuition through partnership with the University of Arizona Global Campus - Earn When You Refer: Employee Referral Bonus program rewards you for bringing great people on board

• Manage a few of our premier clients in close partnership with a Sales Account Director. • Lead client engagement, ensuring a seamless experience and measurable value from IDC’s services. • Serve as the bridge between the client and IDC's internal teams, feeding critical insights back to Sales and Analysts to deepen engagement and identify opportunities for growth and expansion. • Build and sustain trusted, long-term partnerships with clients by serving as a strategic advisor. • Navigate complex organizations to expand IDC’s reach and engage senior stakeholders. • Guide new clients through a structured onboarding journey in partnership with IDC’s onboarding team. • Represent the customer’s perspective internally by capturing feedback and collaborating with product, research, and services teams. • Monitor client engagement and usage trends to anticipate challenges and address risks before they escalate. • Partner with Sales Account Directors on renewal cycles, supporting with success planning.

• Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s powerful tools including but not limited to an overall understanding of API’s and CRM integrations • Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you touch • Lead personalized onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground running • Proactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of our platform. • Act as a key player in customer education by promoting self-serve resources such as our help center, public training sessions, and webinars • Partner closely with Account Management, sharing critical insights that shape renewal strategies, uncover upsell opportunities, and inform customer expansion plans • Leverage data from platforms like Catalyst, Salesforce, and Gong to track customer engagement, identifying and taking action on accounts in need of additional support