Principal Customer Success Manager

The company is on a mission to modernize insurance. Claims processing (i.e. should we pay this claim?), while often overlooked, is the foundation of the entire industry. It’s currently highly manual, involving phone calls, faxes, and gut instinct, costing tens of billions of dollars a year. We can do better.

At the company, we provide large insurers with the software solutions they need to win in a modern, technology-driven world. From self-service claim-filing software to backend fraud detection, we’re the engine that powers claims processing for some of the largest insurers in the world.

The challenges we face are deep and diverse, from creating digital experiences that provide comfort and clarity to claimants at their most stressed and vulnerable to orchestrating large-scale ML-driven decision-making on billions of dollars of claims payments, life at the company is dynamic, collaborative, and rewarding.

We’re looking for an experienced Principal Customer Success Manager to join our growing team.

As a trusted partner to our customers, you’ll lead large-scale enterprise engagements, evolve delivery frameworks, and ensure seamless implementations from kickoff to long-term success.

We’re especially excited about candidates who bring experience working in or alongside the P&C insurance industry — whether through insurtech, carrier partnerships, claims technology, or prior insurance operations experience — and can combine strong customer engagement skills with industry credibility.

What You’ll Do

• Lead end-to-end enterprise implementations by driving onboarding programs for large insurance clients, ensuring delivery excellence, stakeholder alignment, and long term customer success, across business and technical teams.

• Holds monthly data review sessions and executive readouts with key stakeholders to own the value narrative

• Drives customer towards outcomes and conversion

• Deeply embed into the customer’s claims workflows, problems, and priorities

• Discovery of new opportunities and shaping account strategy, in strong partnership with Account Team

• Surface risk and retention areas to CE leadership, along with a Success Plan on how to mitigate

• Support Carriers in change management and Adjuster adoption

• Develop stakeholder maps across the Carrier’s LOB’s and surface gaps in coverage alignments, along with areas for deeper engagement

• Build Dir/VP level relationships at Carrier outside of project teams

• Resolve complex operational and technical challenges by partnering cross-functionally with Product, Engineering, Sales, and customer stakeholders to drive strategic outcomes.

• Build trusted relationships with customer stakeholders across claims, operations, innovation, and technology teams, acting as a strategic advisor throughout the customer lifecycle.

• Drive continuous improvement by partnering with leadership to refine tools, metrics, and methodologies that enhance customer experience and delivery excellence at scale.

What You’ll Bring

🎯 Demonstrated experience managing enterprise-scale implementations and/or customer programs for multimillion-dollar accounts.

🏢 Experience working within or alongside the P&C insurance industry — including insurtech, claims technology, carrier organizations, or insurance-focused SaaS platforms.

🧠 Familiarity with claims workflows and insurance operations, with the ability to build credibility and communicate effectively with carrier stakeholders.

💻 Basic understanding of APIs, integrations, and data exchange formats such as JSON, and the ability to collaborate effectively with engineering teams is preferred.

🤝 Proven ability to manage complex cross-functional relationships across customer success, implementation, product, engineering, and executive stakeholders.

💪 A bias for action and ownership, with the resilience to navigate challenges and deliver results in dynamic environments.

🚀 A builder’s mindset, passionate about creating structure, defining best practices, and scaling processes as the organization grows.

Benefits

🤑 Competitive Compensation: Competitive salary and equity packages for all employees

🏥 Healthcare Plan: Platinum medical, dental, and vision

🛡️ Free life insurance: Including long-term disability & short-term disability

🏄 Unlimited PTO: Uncapped vacation days & paid holidays

👶 Family Leave: Maternity & paternity

📈 401(k) Contribution: the company contributes 3% of your income, even if you don't contribute

🏠 WFH Benefits: Lunch on us 2x/week, monthly phone stipend & other home office perks

👪 Health FSAs & HSAs: Pre-tax accounts for out-of-pocket medical expenses

🤝 Team events & Offsites: We're remote, but we regularly get together

**We have been made aware of individuals falsely posing as recruiters from the company Insurance Technologies Inc. Please note that we only contact candidates from official [link for members] [link for members] email addresses and all interviews are conducted through verified company channels. If you are unsure whether a message is legitimate, please contact us directly at [link for members] before sharing any personal information**

Our Commitment

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.