Role Description As Feathery grows, customer success is becoming a core differentiator — especially within insurance, where workflows are complex, regulated, and business-critical. We’re hiring a Founding Customer Success Manager to build and own our CS function for insurance customers, including brokers and carriers. This role is ideal for someone who understands the insurance landscape and thrives in building processes, owning customer relationships, and driving long-term success. You’ll act as a strategic partner to customers while ensuring successful implementations, strong adoption, and expansion across accounts. This is a high-ownership role that blends: - End-to-end customer lifecycle ownership (post-sale through renewal) - Implementation and workflow design for insurance use cases - Strategic account management across brokers and carriers - Building processes, playbooks, and the foundation of a CS function You’ll own the full post-sale journey — partnering with sales during handoff, working closely with solutions engineering during implementation, and driving long-term success across enterprise insurance accounts. Qualifications - 3–4+ years of experience in Customer Success, Implementation, Solutions, or Account Management in B2B SaaS - Experience working with insurance brokers, carriers, or within the insurance ecosystem - Strong understanding of insurance workflows (e.g., underwriting, onboarding, policy management) - Experience managing enterprise, multi-stakeholder accounts - Strong ability to translate technical products into clear business outcomes - Highly organized and comfortable managing multiple implementations - Excellent communication skills and executive presence - Comfortable operating in fast-moving, early-stage environments - Strong cross-functional collaborator with a high-ownership mindset Requirements - Own onboarding and implementation for insurance brokers and carriers - Partner with customers to design and optimize workflows such as underwriting, onboarding, and policy servicing - Ensure successful deployment of complex, regulated insurance workflows - Collaborate with Solutions Engineering on technical implementations - Act as the primary point of contact and trusted advisor for insurance customers - Build relationships with stakeholders across operations, underwriting, and leadership teams - Drive product adoption, retention, and expansion across accounts - Own renewals and partner with sales on upsell opportunities - Support executive-level conversations for strategic accounts - Represent the voice of insurance customers internally - Work closely with Product and Engineering to surface feedback and influence roadmap priorities - Help resolve customer challenges and ensure a high-quality experience - Define and track customer success metrics (adoption, usage, health scores, retention) - Build scalable CS processes, documentation, and playbooks tailored to insurance customers - Proactively identify risks and address them early - Lay the foundation for the CS function, including workflows, standards, and future team structure - Contribute to hiring and mentoring as the team grows Benefits - Competitive compensation and equity - HRA health plan - Unlimited PTO - Retirement: 401(k) plan - A supportive, low-ego team that values ownership and growth - Company offsites to connect and recharge

The Role: As a Customer Success Associate, you'll play an important role in supporting and nurturing customer relationships with a focus on product adoption, satisfaction, and retention. This is an entry-level position with opportunities for career growth into a Customer Success Manager or Team Lead role in the future. *Candidates must be based in either Germany or Belgium. Responsibilities: - Assist in building and maintaining customer relationships, focusing on product adoption, satisfaction, and retention. - Provide basic technical and product support to help customers maximize value, including managing escalations when necessary. - Help navigate the contract renewal process and keep stakeholders informed on status updates. - Promote the value of the product by understanding customer needs and aligning them with company solutions when appropriate. Requirements: - 0-1 year of professional experience (Customer Success or Account Management experience is a plus). - Strong organizational skills and attention to detail, with an ability to manage data and track progress effectively. - Some experience in customer-facing roles is preferred, with a proven ability to communicate clearly and build positive relationships. - Ability to prioritize tasks and manage multiple customer feedback points in a fast-paced environment. - Flexibility and adaptability to work in changing situations and ensure customers' success. Assets: - Basic comfort with technology and interest in learning more about software tools. - Exposure to renewals, upsells or customer lifecycle processes. - Familiarity with Excel or Google Sheets. - Experience using any CRM or customer-related tools. - German is a nice-to-have. Benefits - Competitive salary commensurate with experience & qualifications. - A comprehensive extended benefits package. - A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential. - Highly autonomous and entrepreneurial environment. - On going support for learning development so you can continue to master your craft. - Work with the hardware you're most comfortable with (Windows or Mac) - Diverse and inclusive workplace where we all learn from each other. - Excellent work-life balance with a flexible remote work environment. Company Description As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler. Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces. Ready to join our team? If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now. Additionally, we view the above section as a guide, not a checklist. We welcome diverse and non-traditional backgrounds and encourage you to apply even if you do not have every requirement listed. We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.

• Analyze large sets of data to build out strategies for different account types to manage a 500+ book of business • Drive the renewal motion for all accounts in the BOB for scaled customers. • Grow adoption of all Clever products in your portfolio of accounts • Collaborate with district partnership teams to generate sales referrals, facilitating cross-selling and upselling of paid products to school districts. • Identify, surface, and mitigate risks to a customer’s renewal and success plan • Build and strengthen school district executive stakeholder relationships • Work with district curriculum and technology teams to get buy-in across all levels of a customer’s organization and chart an ambitious plan for success • Capture feedback from customers and advocate within Clever on behalf of customers • Partner with sales in retaining and growing strategic customers • Initiate cross-functional collaboration on resolution paths for issues

• Build and nurture deep strategic relationships with a portfolio of VIP and enterprise-tier clients, serving as their trusted advisor and primary point of contact at the executive level. • Understand each partner's business goals through structured discovery and continuous dialogue, ensuring our solutions consistently align with and accelerate their success. • Maintain a forward-looking view of each partner's health - identifying risks and friction points early and driving swift internal action to resolve them before they escalate. • Own escalation management with urgency and professionalism, deploying rapid response to protect the integrity of the relationship when issues arise. • Serve as a proactive partner advocate internally, ensuring the voice of the customer is represented across product, sales, engineering, and support teams. • Own end-to-end execution of partner deliverables, ensuring internal stakeholders are aligned and accountable. • Identify and support upsell, cross-sell, and expansion opportunities, contributing to revenue growth through long-term relationship development. • Propose new products, features, and solutions that drive measurable value, aligned to each partner's strategic objectives. • Conduct Executive and Quarterly Business Reviews to assess partner health, review KPI progress, and surface actionable strategic insights. • Track and analyze customer success metrics across your portfolio, translating data into strategic recommendations at a senior leadership level. • Maintain accurate records of all partner interactions, health signals, and opportunities.