Ascend21
Customer Success Manager
San Francisco. Posted 3 months ago
The role
The Customer Success Manager will own the end to end lifecycle of high value customers. You will serve as a trusted advisor to senior stakeholders to ensure adoption, retention, and expansion.
What you will do
- Dive deep into product, customer segments, and current Customer Success processes and tools
- Build foundational relationships with internal partners across Sales, Product, and Product Support
- Develop an approach to managing relationships and driving value for insurance organizations
- Own a portfolio of mid-market and enterprise customers
- Run regular touch-points with executive stakeholders and day to day users
- Develop understanding of customer workflows, goals, and success metrics
- Lead business reviews, feature rollouts, and coordination of complex issues with Product Support
- Own the post implementation customer lifecycle including renewals and expansion motions
- Act as the voice of the customer internally by surfacing trends, risks, and opportunities
- Help define and refine scalable Customer Success best practices
Required qualifications
- 3-6 years of experience in related roles
- Prior experience managing high value enterprise customer relationships in B2B SaaS or Fintech environments
- Comfortable operating in the ambiguity and pace of a high growth startup
- Strong written and verbal communication skills
- Ability to navigate executive level conversations and complex subject matter
- A consultative, relationship first approach to customer success with a proven track record of renewals and expansion
Nice to have
- Background in insurance, financial services, or fintech
Benefits
- Unlimited PTO
- Meaningful equity
- Dog friendly office
- Commuter benefits
- Free lunch in office everyday
- Health care for you and your dependents
About the company
Ascend is a financial operations platform for insurance that combines accounting automation, payments, and premium financing. The company serves over 4,000 businesses, including more than half of the 50 largest brokers in the country.