Senior Manager - Customer Success

Open to: Remote, USA and Canada

Events in recent years have made us all too familiar with the havoc that natural disasters can wreak, and the increasing frequency and intensity with which they are occurring. Despite record levels of losses, conventional methods of risk modeling continue to paint at best an incomplete picture of these threats.

ZestyAI uses novel data gathering and machine learning approaches to produce higher quality information about the risks to property from catastrophes like floods and wildfires. While AI alone may not be able to thwart these disasters, it can help us become more prepared for them, and ultimately that will lead to better outcomes.

We are looking for a Customer Success Manager who is passionate about helping customers achieve their business goals and objectives while providing an industry-leading customer experience. You are motivated, self-directed, efficient at multi-tasking and prioritizing and are committed to innovation. You thrive in a collaborative, creative environment, and are comfortable learning new skills and working with unfamiliar technologies. You excel at developing and managing trusted-advisor relationships involving diverse parties and personalities ranging from C-levels to individual contributors. If this sounds like you, we’d love to talk to you.

The Opportunity:

Leverage your background in US property insurance and related products, to understand the customer’s business objectives and apply the Customer Success methodology to lead them through all phases of implementation and the customer journey, with a focus on adoption and positive customer outcomes
Drive usage and customer value through product education, new feature introduction, account reviews, and escalated support
Develop customer success playbooks tailored to business needs, identifying opportunities for expansion and customer growth
Support customers throughout their entire journey by being deeply engaged and having an intimate knowledge of them and their objectives
Recognize customer emotions and manage relationships with empathy, self-awareness, and tact to ensure customer success
Develop strong and lasting trusted-advisor relationships with assigned clients at all levels within the organization
Lead and facilitate virtual (or face-to-face) meetings according to the Customer Success methodology to drive results, product adoption and retention while communicating with internal and external partners in an effective, tactical, and compassionate manner
Communicate and collaborate with all cross-functional teams including customer support to drive value and an industry-leading customer experience
Act as a mentor to junior team members, fostering a knowledge-sharing environment and strengthening internal collaboration
Manage large projects with a high level of complexity to ensure timely completion of deliverables
Manage, prioritize, and respond to complex customer issues, inquiries, and escalations

What You Bring to the ZestyAI Team:

5+ years of relevant client support expertise in the property insurance industry
Exposure and understanding of data analytics products, underwriting, rate filing, product management, catastrophe risk management, and state management functions.
Experience in a B2B environment, and familiarity with the typical challenges faced by premier clients when leading change and implementing new initiatives
Excellent relationship and communication skills in order to operate effectively and successfully across multiple departments and at all levels both internally and externally
Prior project management experience or certifications
Exceptional attention to detail and strong problem-solving skills
Exemplary organizational and prioritization skills to manage complex projects
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
Must be legally eligible to work in the U.S. or Canada

Why ZestyAI:

Be part of a well-funded, fast growing organization
Market-competitive comp and equity incentives to give you a stake in our future
Medical, Vision and Dental for you and your dependents
Flexible Time Off
401K/RRSP
An upbeat and collaborative work culture
Company-sponsored outings and offsites

All your information will be kept confidential according to EEO guidelines.

Zesty.ai