Customer Success Manager, Growth Accounts
20 days ago
New York
Job Description Title: Senior Account Manager, Customer Success & Growth Reports To: General Manager Location: NYC, Kansas City area or US Remote Opportunity Overview: Our client is filling a Senior Account Manager role that combines the responsibilities of Customer Success into one strategic position. This role is a key driver to their growth, as Senior Account Managers shape client experience and company reputation, and are trusted to think long-term, act decisively, and lead with empathy. This role owns retention, renewal, and expansion across a portfolio of high-value, strategic accounts. To excel requires strong executive presence, consultative leadership, and a long-term mindset focused on client outcomes and trust, not transactional selling. Success will be measured by a combination of customer retention, net revenue retention and expansion, new ARR added, client satisfaction and advocacy, and strength and stability of long-term client relationships. The ideal candidate is customer-centric by nature, skilled at solving complex regulatory and operational challenges through technology, and adept at building strong customer relationships that consistently demonstrate the value of partnering with our client's business. TalentScale Partners is a boutique executive search and recruiting firm working with a fast-growing SaaS client in the Insurtech space. Since 2006 our client has been delivering cloud-based software solutions that simplify the complexities of regulatory compliance for agencies, carriers, and other insurance organizations. Their platform is a critical component of the producer licensing lifecycle streamlining operations, centralizing data, and ensuring real-time compliance. With over 600 customers, including 3 of the top 5 U.S. P&C agencies, the business is growing rapidly and building a team passionate about solving compliance challenges in the insurance industry. Key Responsibilities Customer Success - As the primary strategic point of contact for a portfolio of high-value accounts, own customer retention, including: • Managing renewals through proactive engagement, clear outcomes, and strong relationships., • Anticipating and mitigating churn risk by ensuring alignment to client expectations., • Leading executive-level conversations, QBRs, and renewal discussions., • Contributing insights to improve retention strategy and advocating relentlessly for client success internally., • Maintaining accurate account plans, health indicators, and forecasts while tracking performance, engagement, and satisfaction signals. Customer Growth - Identify expansion opportunities rooted in client business outcomes and performance objectives. Typically 10–20% YoY growth within strategic accounts through expanded product and services utilization. • Translate business objectives into clear, measurable marketing strategies, ensure alignment between client expectations and delivery., • Partner with internal teams to scope and position additional services., • Present recommendations to clients as a natural, strategic extension of existing solutions. We’re not looking for sales pitches., • Ultimately, grow account revenue while protecting long-term client trust. Qualifications & Experience • 5-10 years of Enterprise SaaS Account Management, Customer Success and/or Client Services experience managing Tier 1 & 2 customers, • Proven track record of owning successful customers retention, renewal and revenue expansion within long-term (2+ years) client relationships., • Strong experience consultatively managing senior and executive-level stakeholders for a value-based SaaS product and services organization., • Prior experience with insurance agencies, carriers, MGAs, or within Insurtech, coupled with an understanding of regulatory and compliance processes is highly preferred, • Bachelor’s degree, • Expected travel up to 10% Professional Attributes • Highly organized, self-motivated, and results-driven, • Ability to lead without authority and influence cross-functional teams, • Natural collaborator who thrives in a team-oriented, fast-paced environment, • Passionate about technology and solving real-world business problems What the Employer Offers • Competitive compensation with uncapped commissions for adding new business, • Bonus for achieving customer retention/expansion goals, • Health, dental, vision, and 401(k) plans, • Opportunity to grow with a company that’s scaling fast in a growing market, • Collaborative, mission-driven team focused on innovation and customer success TalentScale Partners is a boutique executive search and recruiting firm purpose-built for high-growth organizations, venture-backed startups, and PE portfolio companies. We focus on partnering with our clients to attract, select and hire top-tier leaders and high-impact team members through executive & retained search, project-based recruiting, embedded RPO & contract recruiting, and fractional TA leaders and professionals. Learn more at our website and follow us on LinkedIn.