[Hiring] Client Success Manager @INSTANDA

Role Description

We’re hiring a Spanish Speaking Technical Client Success Manager (CSM) to steward a portfolio of core (“reactive”) accounts and to partner with our Strategic Account Managers (SAMs) on named strategic accounts. You’ll be accountable for adoption, value realization, renewals, and net revenue retention (NRR) across your reactive book, while operating as a consultative partner alongside SAMs on strategic accounts.

How the portfolio is structured

• Reactive/Core accounts (You own): Day-to-day success, QBRs, renewals, and targeted expansions in a defined book of business. Variable compensation/commission is tied to retention and expansion in this portfolio.
• Strategic accounts (You partner): You drive adoption, value mapping, and health insights. The SAM owns commercials (renewals/expansion); you co-plan and co-deliver outcomes.

We are a remote-first organization, with occasional travel required for client meetings and team collaboration.

What you’ll do

• Own the Reactive book
• Serve as the primary post-sale contact; build success plans tied to each client’s business outcomes.
• Lead renewals end-to-end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
• Identify and close low-complexity expansions (e.g., additional environments, users, modules) within commercial guardrails.
• Run scaled engagement (cadenced check-ins, QBRs) with crisp executive-ready storytelling of value, ROI, and roadmap.
• Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
• Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes.
• Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring.
• Partner across Strategic accounts
• Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics.
• Provide adoption analytics, risk flags, and expansion hypotheses; co-present at QBRs.
• Bring voice-of-customer to roadmap; translate platform capabilities into measurable outcomes. (SAM retains commercial ownership.)
• Enablement & continuous improvement
• Translate client feedback into reproducible plays, knowledge base content, and product requirements.
• Contribute to cross-functional incident reviews and process improvements to raise NPS and lower time-to-resolution.
• Mentor peers on insurance workflows and INSTANDA best practices.

Qualifications

• 4 - 7+ years in post-sale roles (Customer Success, Account Management, Technical Account Management, Engagement/Delivery) in B2B SaaS and/or insurance (carrier, MGA, or vendor).
• Fluent in Spanish and English (verbal and written).
• Ability to communicate confidently with Spanish speaking clients.
• Working knowledge of insurance workflows (e.g., rating, underwriting, policy admin, endorsements, claims, billing) and how stakeholders (Product, UW, Ops, Distribution, IT) measure value.
• Strong commercial acumen: renewal negotiation, objection handling, and expansion qualification.
• Comfortable operating at ticket level (triage, prioritization) while elevating to executive value and ROI narratives.
• Proven ability to understand technical nuances in Jira tickets and Freshdesk cases, with enough technical depth to accurately interpret issues, support clients effectively, and liaise confidently with engineering teams.
• Analytical and structured communicator; executive presence; outcome-first mindset.
• Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended.
• Nice to have: exposure to low/no-code platforms and APIs.

Requirements

• Pay range: up to USD 75,000/ up to CAD 95,000.

Benefits

• Generous 28 vacation days, plus 10 US holidays per year.
• One Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life admin.
• Freedom Pass work up to 4 weeks of the year from anywhere.
• FlexiBank you decide when to use your public holiday allocation.
• We offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefits.
• INSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salary.
• All employees are included in the company discretionary bonus scheme.
• Access to an Employee Assistance Program.
• Annual learning & development allowance of USD/CAD$1,250.
• Free access to LinkedIn learning and Microsoft ESI learning platform.