We're hiring a customer success manager to own the relationship after the deal closes, making sure customers actually get value and renew. You'll run onboarding, check in regularly, and catch at-risk accounts before they churn rather than after. A mix of relationship-building and hard conversations about health scores and renewals, and you'll need to be just as good at the follow-up as the first great meeting.
What you'll do
- Own onboarding and adoption for a portfolio of assigned accounts
- Run regular check-ins and business reviews to track customer health
- Identify at-risk accounts early and build proactive save plans
- Partner with support and product teams to resolve customer blockers
- Drive renewals and identify expansion opportunities within accounts
- Track account health and activity using Gainsight or similar tooling
What we're looking for
- 3+ years in customer success or account management at a SaaS company
- Strong relationship-building and communication skills
- Experience owning renewal and expansion targets
- Comfortable having direct conversations about risk and churn
- Familiarity with a CS platform such as Gainsight or Catalyst
- Organized approach to managing a large portfolio of accounts
Nice to have
- Experience working with technical or enterprise customers
- Background in an upsell or expansion-focused CS role
- Familiarity with Salesforce for account data and reporting
About Lanternside Insurance
About Lanternside Insurance: Lanternside Insurance underwrites property, casualty, and commercial insurance policies distributed through independent agents across the Midwest and South. Headquartered in Chicago since 1998, the company combines established underwriting practices with ongoing investment in digital claims processing to serve its policyholder base.
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