[Hiring] Customer Success Manager @GenLogs

Role Description

The primary focus of the Customer Success Manager role is to provide world-class customer experience for our install base. As a CSM, you will own a book of business and be in charge of driving adoption, value, and long-term customer satisfaction within your customer base. You will act as the primary point of contact for your customers, understand each customer’s unique needs, and ensure they succeed.

What You’ll Do

• Insurance Account Management: Manage customer book of around $3 million ARR within the Insurance / Insuretech vertical.
• Implementation and activation: Onboard new customers and guide them through product setup, training, and initial usage to ensure successful implementation.
• Training and enablement: Develop and execute customer success playbooks and resources to drive customer adoption.
• QBRs and strategic alignment: Conduct regular stakeholder check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
• Expansion and renewal: Develop an upsell and renewal strategy based on usage data, stakeholder feedback, and customer goals. Ensure a high level of revenue retention and expansion. Partner closely with Sales for largest upsell opportunities.
• Quarterly travel: for industry conferences, QBRs, and onsite customer meetings.
• User support: Collaborate with Support and Engineering teams on user issues.
• Customer and user advocacy: Serve as the liaison between customers and internal teams, such as Product, Engineering, and Data teams.

Qualifications

• Roll-up-your-sleeves attitude—you thrive in ambiguity and can execute as well as strategize.
• 5+ years experience in account management or customer success.
• Experience in managing customer success programs, customer retention, and upselling strategies.
• Excellent written communication and documentation skills.
• Strong track record of building customized reports and presentations to unlock customer insight.
• Strong problem-solving abilities.
• B2B SaaS experience preferred.
• Insurance or Insuretech experience required including familiarity with Central Analysis Bureau.

Benefits

• Healthcare: Employer-covered comprehensive medical, dental, and vision plans for employee and dependents; Employer contribution towards premiums of optional higher-end plans.
• Time Off: Unlimited PTO, Sick leave, Company holidays (GenLogs observes all federal US Government holidays), Flexible leave for caregiving and medical needs.
• Family Support: Paid parental leave.
• Professional Development: Budget availability for approved professional development courses, certifications, and training.
• Travel Support: 100% travel reimbursement for all approved company travel and spending.
• Retirement Savings: 401(k) plan.