Client Success Manager

About this role

Job Description: We are seeking a highly accomplished Client Success Manager – Insurance to manage strategic enterprise client relationships, drive retention and growth, and ensure clients realize measurable value from our insurance technology solutions. This role is responsible for managing a portfolio of high-value enterprise insurance clients throughout the customer lifecycle, serving as a trusted strategic advisor and primary relationship leader. The Client Success Manager will proactively identify client needs, monitor account health, address risks, resolve escalations, and partner across Sales, Implementation, Operations, Product, and Support to deliver an exceptional client experience. The ideal candidate has demonstrated success managing large, complex insurance client portfolios , protecting revenue, recovering at-risk accounts, and building long-term executive relationships within the insurance or insurance technology industry.

Key Responsibilities

Enterprise Client Relationship Management • Own strategic relationships across a portfolio of enterprise insurance clients. • Serve as the primary strategic point of contact for assigned clients, building trusted relationships with executives, operational leaders, and key stakeholders. • Develop a deep understanding of each client's business objectives, organizational priorities, operational requirements, and technology environment. • Conduct regular client business reviews to evaluate performance, identify opportunities, and align services with evolving client needs. • Maintain a proactive client engagement strategy designed to increase satisfaction, loyalty, and long-term retention. • Develop relationships across multiple levels of client organizations to strengthen partnerships and reduce relationship risk.

Client Retention & Account Recovery • Proactively monitor portfolio health and identify clients at risk of dissatisfaction, disengagement, or termination. • Lead structured account recovery and remediation strategies for high-risk or escalated clients. • Develop action plans that address root causes, establish accountability, and restore client confidence. • Partner with internal teams to resolve service, operational, technology, and communication issues affecting client satisfaction. • Track recovery plans and communicate progress to client and executive stakeholders. • Protect recurring revenue and maximize client lifetime value through proactive relationship management.

Client Growth & Strategic Expansion • Identify opportunities to expand client relationships through additional products, services, capabilities, and solutions. • Partner with Sales and Account Executives on renewals, expansions, cross-sell opportunities, and strategic pursuits. • Participate in RFPs, client presentations, solution discussions, and executive meetings. • Translate client business needs into actionable opportunities for internal product and commercial teams. • Support revenue growth while ensuring recommendations are aligned with genuine client business needs.

Client Onboarding & Lifecycle Management • Partner with implementation teams to ensure successful transitions from sales through implementation and into ongoing account management. • Participate in onboarding activities and ensure clients are prepared for successful adoption and ongoing service delivery. • Establish clear expectations, communication plans, governance structures, and success measures early in the client lifecycle. • Ensure key implementation knowledge, commitments, risks, and client objectives are effectively transitioned into the ongoing client relationship. • Remain engaged during critical milestones and proactively address issues that could affect client confidence or adoption.

Performance & Client Health Management • Establish and monitor KPIs that measure client health, satisfaction, service performance, retention risk, and growth potential. • Use client data and performance analytics to identify trends and develop proactive strategies. • Monitor client satisfaction and develop action plans based on feedback and NPS results. • Provide leadership with regular portfolio reporting, including account health, revenue risk, retention outlook, escalations, and growth opportunities. • Identify systemic trends across the portfolio and recommend improvements to products, services, and operational processes.

Cross-Functional Leadership • Coordinate internal resources across Operations, Implementation, Product, Technology, Support, Sales, and Finance to resolve client issues and deliver on commitments. • Lead cross-functional account teams without relying solely on direct authority. • Escalate critical issues appropriately while maintaining ownership of the client relationship. • Advocate for client needs internally and ensure commitments are clearly understood and delivered. • Promote collaboration between Sales and Operations to create a seamless end-to-end client experience.

Executive Communication & Relationship Governance • Prepare and lead executive-level client meetings and business reviews. • Communicate complex issues clearly, confidently, and with an appropriate level of transparency. • Develop executive relationships that position the organization as a strategic partner rather than simply a technology or service provider. • Manage difficult conversations and client conflicts with professionalism, empathy, and a solutions-oriented approach.

Success Measures Success in this role will be measured by: • Strong client retention and renewal performance • Improvement in client satisfaction and NPS • Successful recovery of at-risk and escalated accounts • Revenue retained across the assigned portfolio • Revenue growth through strategic expansion opportunities • Strong executive relationships and client engagement • Successful client onboarding and adoption • Reduction in recurring client issues and escalations • Consistent achievement of client health and portfolio KPI

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