Customer Success Manager - Insurance Vertical

Job Details 

The Customer Success Manager (CSM) supports a portfolio of insurance carriers, acting as their strategic partner and advocate. You will ensure clients realize maximum value from InvoiceCloud’s platform by driving retention, adoption, revenue growth, and product expansion. You will apply your insurance industry experience to understand carrier operations, share best practices, influence digital strategy, and build relationships that lead to long-term success. 

This role requires advanced relationship management skills, strong communication, analytical thinking, deep familiarity with insurance environments, and the ability to translate insights into actionable programs that deliver measurable outcomes. 

Success Profile: 

Success in this role is anchored in InvoiceCloud’s Core Competencies. These competencies capture how we build relationships, deliver value, and drive outcomes for our clients and our business. 

Customer Centric 

• Builds trusted, long-term relationships with insurance carriers by proactively understanding their business goals, workflows, and operational challenges. 
• Develops familiarity with carrier systems, policy admin workflows, and claims/payment processes to tailor guidance effectively. 
• Identifies early signals of churn risk or dissatisfaction and acts quickly to restore confidence and strengthen engagement. 
• Delivers clear, empathetic communication across all channels—virtual, written, and in person—adapting tone and style to suit carrier stakeholders at varying levels. 
• Applies insurance industry best practices to help carriers modernize their digital payment strategy and customer experience. 
• Cultivates relationships that result in reference participation, case studies, and public advocacy. 

Results Driven 

• Designs and executes strategies that materially improve digital payment adoption (AutoPay, paperless billing, online payments) within insurance workflows. 
• Drives measurable improvements in retention, revenue contribution, usage of InvoiceCloud features, and client satisfaction. 
• Identifies upsell or cross-sell opportunities aligned with carrier needs and produces actionable customer success qualified leads. 
• Uses Salesforce, adoption metrics, and other reporting tools to evaluate account performance and create targeted plans. 
• Maintains disciplined focus on achieving portfolio goals related to renewals, adoption metrics, reference growth, and revenue expansion. 
• Leverages understanding of the insurance vertical to contextualize performance trends and inform account strategy. 

Takes Ownership 

• Manages all aspects of assigned carrier relationships, ensuring proactive engagement, timely follow-up, and strong delivery against commitments. 
• Builds a working technical understanding of each carrier’s implementation, integrations, and data flows to effectively diagnose or escalate issues. 
• Documents account history, conversations, insights, and future plans to ensure continuity and operational excellence. 
• Anticipates client needs, proposes solutions, and independently initiates actions that support long-term success. 
• Uses sound judgment and autonomy to navigate complex situations, representing InvoiceCloud with professionalism and credibility. 

Drives Efficiency 

• Establishes scalable engagement cadences to effectively support a portfolio of carrier clients. 
• Uses dashboards, reporting tools, and Salesforce workflows to prioritize outreach and manage portfolio demands. 
• Applies strong organizational skills to manage multiple initiatives simultaneously while maintaining high responsiveness. 
• Identifies bottlenecks, process gaps, or workflow inefficiencies—either within client operations or internal teams—and presents structured recommendations for improvement. 
• Leverages automation, templates, and repeatable playbooks to increase productivity and ensure consistent, high-quality communication. 

Innovative 

• Brings creative thinking to carrier challenges by analyzing trends, identifying adoption barriers, and recommending new strategies. 
• Shares emerging insurance industry insights and digital engagement best practices to modernize carrier experiences. 
• Uses AI-assisted tools to enhance account insights, accelerate communication, and identify new opportunities for optimization. 
• Suggests enhancements to InvoiceCloud features or programs based on client feedback and vertical-specific needs. 
• Experiments with new engagement methods or reporting formats to elevate the carrier experience and drive stronger outcomes. 

Requirements 

• Strong relationship management experience with a track record of driving retention and growth 
• Insurance industry experience or familiarity with carrier operations, workflows, or core systems strongly preferred 
• Experience with electronic billing, payments, merchant services, or SaaS solutions is highly beneficial 
• Outstanding verbal, written, presentation, and interpersonal communication skills 
• Customer-driven, results-oriented, and able to operate with urgency and precision 
• Strong organizational, time-management, and planning skills 
• Demonstrated ability to work independently and manage multiple priorities 
• Proficiency with Microsoft Office tools and Salesforce 

Travel: Periodic travel to key carrier accounts for onsite meetings or industry conferences as required. 

Benefits 
We offer a competitive benefits program including: 

• Medical, dental, vision, life & disability insurance 
• 401(k) plan with company match 
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays 
• Mental health resources 
• Paid parental leave & Backup Care 
• Tuition reimbursement 
• Employee Resource Groups (ERGs)