Customer Success Manager

Summary

Applied Systems provides cloud software and AI-powered solutions for insurance agencies and brokers. The Customer Success Manager will manage assigned customer relationships, drive satisfaction and product adoption, demonstrate return on investment, and support retention and revenue growth. The role also includes developing account plans, leading business reviews, analyzing customer health metrics, and coordinating with internal teams to resolve issues and improve the customer experience.

Responsibilities

• Maintain a customer-centric attitude across all client interactions, delivering first-class service that drives high NPS scores
• Collaborate with internal Applied teams to resolve customer issues, communicate product requests, and deliver excellent service on a timely basis
• Set appropriate expectations with customers to position Applied’s team and products for success
• Understand, analyze, and solve challenging customer requests using creative solutions
• Develop and implement account plans to drive customer retention and grow the relationship
• Lead quarterly business reviews covering perceived value, usage metrics, areas for improvement, wins and milestones, and new product features
• Build a deep understanding of customer business initiatives and partner with customers and Applied teams to reach those goals through Strategic Success Planning
• Analyze customer health metrics and engagement using internal tools and usage data, feeding insights back to product and service teams to drive continuous improvement, and championing customer advocacy across Applied departments to ensure a consistent experience
• Travel up to 15% for team meetings and customer events, as required

Skills

• * Strong verbal and written communication skills, able to convey information clearly, accurately, and concisely * Minimum of 2-3 years of experience in a customer success or customer-facing role, with a proven track record and a self-starter, proactive mindset * Expertise in customer success best practices and customer retention * Ability to organize and prioritize tasks and projects with high attention to detail * Empathetic to customer frustrations and needs, with experience working with customer and senior executive stakeholders * Creative problem solver, able to identify underlying problems, not just symptoms * Excellent presentation skills, both creating and presenting in client-facing meetings * Travel up to 15% for team meetings and customer events, as required
• * Familiarity with Applied's product portfolio, including our core management systems and extended solutions * Experience with Salesforce

Qualifications

Must Haves

• * Strong verbal and written communication skills, able to convey information clearly, accurately, and concisely * Minimum of 2-3 years of experience in a customer success or customer-facing role, with a proven track record and a self-starter, proactive mindset * Expertise in customer success best practices and customer retention * Ability to organize and prioritize tasks and projects with high attention to detail * Empathetic to customer frustrations and needs, with experience working with customer and senior executive stakeholders * Creative problem solver, able to identify underlying problems, not just symptoms * Excellent presentation skills, both creating and presenting in client-facing meetings * Travel up to 15% for team meetings and customer events, as required

Nice to Haves

• * Familiarity with Applied's product portfolio, including our core management systems and extended solutions * Experience with Salesforce

Benefits

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday
• Potential eligibility for additional compensation plans such as bonus and commission