Role Description As a member of the Customer Success Team, your focus will be on building and enhancing positive relationships with our existing customers and helping them gain access to resources and tools to be successful using Insurity's products. With a focus on our Insurity Decisions Suite, the customers you will work with vary from Medium to Large Commercial Carriers. What Our Senior Customer Success Manager Will Do - Relationship Management - Manage and grow customer relationships, serving as their primary point of contact. - Act as the liaison and advocate between customers and internal teams, such as product development, sales, and support, to enhance the overall customer experience. - Engage with customers by conducting regular business reviews to ensure alignment between their strategic objectives and Insurity's products and services. - Maintain/manage customer expectations and satisfaction. - Gain and maintain working knowledge of Insurity’s platforms, including new releases, features, and dependencies. - Demonstrate thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address them. - Develop strong working relationships with Customer System Champions. - Ensure contract compliance and accurate billing. - Understand the customer experience and loyalty measures in place. - Gain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalities. - Monitor customer satisfaction, identifying potential issues or challenges before they escalate into major problems. - Collaborate with Sales to develop and execute strategies for customer retention and uncover potential opportunities for upselling or cross-selling additional products or services that meet customer needs. - Educate customers on features, benefits, and the value of the service to drive adoption and satisfaction. - Prepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's business. - Lead customer meetings effectively, accurately capture minutes, and ensure the completion of all meeting takeaways. - Understand, regularly measure Customer KPIs, monitor usage patterns to proactively address churn risk. - Transition and onboard customers from the implementation team. - Manage customer escalations and ensure issues are resolved quickly and effectively. - Ensure workflow management system and customer-facing tools are up to date. - Provide tool self-service support for customers. - 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 as required. - Demonstrate an understanding of revenue recognition and account measurements. - Internal Process - Demonstrate competency in all internal processes & practices. - Support Continuous Improvement initiatives. - Successfully meet Insurity training goals. - 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 - 3 years in a customer success role, either within the software-as-a-service and/or insurance industry. - 1 year working with national accounts (not just local or regional) or working with multiple partners. - Strong customer support and emotional intelligence qualities with an ability to understand customers' desired strategy and needs. - Strong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written form. - Advanced digital literacy with MS Office (Word, Excel, PowerPoint). - Self-starter mentality with an eagerness to learn and ability to collaborate and work autonomously, with strong multi-tasking skills. - Nice-to-have: Experience with Customer Success Management or CRM tools. - Nice-to-have: Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures. - Nice-to-have: Strong understanding of the software development and deployment lifecycle. - Travel required is less than 10%. Benefits - Work Where You Thrive: Flexible work environment options (remote, in-office, or hybrid). - Take Time When You Need It: Open PTO Policy for recharging 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 hiring, growth, and retention. - Award-Winning Onboarding: Designed to set you up for success from day one. - Grow Your Career from Within: Over 25% of open roles filled by internal candidates. - Mentorship That Matters: Connect with experienced leaders for personal and professional growth. - Insurity Podcasts: Explore insights into Insurity products and company innovation. - Keep Learning, Always: Full access to LinkedIn Learning and Kaplan for continuous development. - Invest in Your Future—And Your Family’s: Discounted tuition through partnership with the University of Arizona Global Campus. - Earn When You Refer: Employee Referral Bonus program for bringing great people on board.

Role Description We’re seeking a dynamic and versatile 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 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 or equivalent work experience - 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 Benefits - Work Where You Thrive: Flex First Workforce approach offers many fully remote opportunities - Take Time When You Need It: Open PTO Policy - Benefits That Start on Day One: Comprehensive health coverage and employer-matched retirement savings - Living Our Values Every Day: Core values guide hiring, growth, and retention - Award-Winning Onboarding: Designed to set you up for success - Grow Your Career from Within: Over 25% of open roles filled by internal candidates - Mentorship That Matters: Connects you with experienced leaders - Insurity Podcasts: Explore podcasts for deeper insight into Insurity products - Keep Learning, Always: Full access to LinkedIn Learning and Kaplan - Invest in Your Future—And Your Family’s: Discounted tuition through partnership with the University of Arizona Global Campus - Earn When You Refer: Employee Referral Bonus program Company Description Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. We empower our people—providing the tools, support, and opportunities they need to grow and succeed. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space.

• Develop and execute growth strategies that drive revenue, conversion, and engagement across travel products — covering loyalty, pricing, merchandising, and marketing best practices. • Lead executive business reviews with C-level and senior stakeholders, translating partner goals into clear roadmaps and measurable outcomes. • Serve as the primary strategic point of contact for your partner portfolio, building trusted relationships with leadership teams and ensuring alignment on priorities and performance. • Identify performance gaps and opportunities using platform data, then design and champion initiatives that move the needle. • Translate partner business needs into scalable product capabilities, working closely with internal product and engineering teams to prioritize and influence the roadmap. • Deliver data-driven insights and recommendations that inform partner decision-making at the executive level. • Collaborate onsite with partner teams where needed to drive strategy alignment, execution, and results. • Onboard new partners onto the HTS Commerce platform, ensuring a smooth transition and fast time-to-value. • Monitor partner health metrics and proactively flag risks, escalating and resolving issues before they impact performance. • Codify best practices, playbooks, and frameworks that can be scaled across the global partner network.

• Own the post-sale success and satisfaction of approximately 10 medium and enterprise sized accounts. • Manage a portfolio of 10 medium and large accounts by designing strategic implementation frameworks and advising leadership on best practices for product integration. • Lead customer engagements, including monthly and quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value. • Consult with provider leadership to re-engineer clinical and administrative workflows. • Analyze performance data to identify cost drivers and collaborate with provider partners to develop optimal strategies for referrals and care management.