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Director of Customer Success

New York, NY

My client is looking for someone to join, an exciting Insuretech organization that is transforming insurance digital distribution. The candidate will have an entrepreneurial mindset that has the skills and desire to drive results.  The ideal candidate will have broad experience to lead new customer startups; promote customer adoption; and expand / renew existing SaaS accounts. Successful candidates must be social, analytical, possess an aptitude for learning, be customer focused and be able to communicate effectively with C-level executives. The customer success director will understand the client business and present innovative my client solutions to improve insurance digital distribution. Insurance experience is required. 

Primary Responsibilities: 

The Customer Success Director will work on one or more complex enterprise customers as the primary customer contact and relationship manager.  

Responsibilities to include: 
  • Work closely with customers and PMO to plan the initial product delivery including an understanding of delivery expectations, key performance indicators, and training.   
  • Focus on customer adoption after initial delivery. Build relationships, help customers embrace workflow, coordinate consistent deliverable expectations and act as an escalation point for customer questions or concerns.    
  • Measure KPIs for success.   
  • Expand partner relationships by identifying strategic customer objectives.  
  • Work with bolt leadership to suggest bolt product solutions to enhance the customer digital roadmap. Lead the effort to create and authorize a SOW.  Provide status updates with the customer and bolt leadership including project updates and revenue projections.   
  • Extend and retain the customer partnership by leading renewal discussions, terms and negotiation. Work closely with customer and bolt leadership for final acceptance. Become an expert in bolt solution offerings.  
  • Represent the customer in bolt product development, prioritization, and improving internal best practices. 
Work Experience and Skills Required 
  • College degree or equivalent practical experience 
  • 10+ years of operational and execution leadership with deep experience in customer success and professional services. Knowledge of marketing, sales, service, technology, and business operations.    
  • Four years of Insurance experience. Strong background in the creation and delivery of digital customer experience.  
  • Ability to create strong relationships with decision makers and key influencers.   
  • Experience in leading projects from initial delivery to closure.  Understand how to leverage internal resources to achieve results.   
  • Knowledge to identify/ lead a strategy and roll up your sleeves to get the job done as necessary.  
  • Excellent communication and presentation skills.   
  • Experience in negotiating renewals. 
  • Ability to travel up to 20% for face-to-face customer meetings. 
  • Experience working in a SaaS or consulting engagements. 
  • Graduate degree.   

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