Note: The job is a remote job and is open to candidates in USA. Exdion is an AI-driven document intelligence company built for insurance brokers and agencies. The Customer Success Director, Strategic Accounts will own major client relationships, drive adoption and organizational change across distributed insurance brokerage teams, and coordinate training, implementation, support, retention, and growth initiatives.
Responsibilities
- Serve as the single accountable owner of the relationship, from executive sponsors to front-line service teams
- Build trusted relationships with the client's leadership, PMO, change management team, technology leads and regional or practice leaders
- Run the governance rhythm: weekly working sessions, monthly steering reviews and quarterly executive business reviews
- Read and navigate the organizational dynamics that come with large-scale change, including competing priorities, leadership shifts and pockets of resistance
- Partner with the client's PMO and change management team on the rollout plan, sequencing offices, teams and lines of business
- Identify, recruit and support client champions, and help them lead change within their own teams
- Map Exdion's policy checking into the client's commercial and personal lines servicing and renewal workflows, including how results flow into Applied Epic
- Track adoption and utilization by team, spot lagging groups early and put recovery plans in place
- Translate client feedback into clear requirements and priorities for Exdion's product and delivery teams
- Assess training needs and skill gaps across client roles, offices and experience levels
- Work with the Exdion team to create training material tailored to the client: guides, job aids, videos, workshop content and FAQs
- Plan and deliver training programs, workshops, office hours and refresher sessions, both in person and virtually
- Onboard new client users and teams as the rollout expands, and keep material current as the product evolves
- Partner with the VP of Product, Sales leadership and senior management to deliver on commitments and keep the client roadmap aligned
- Coordinate with implementation, integration and support teams so that issues are resolved quickly and the client hears one voice
- Report account health, risks and opportunities to Exdion leadership with clear data and a point of view
- Own account health, renewal readiness and client satisfaction
- Define success KPIs jointly with each client, covering adoption, utilization, quality and business outcomes, and report against them on an agreed cadence
- Identify early risk signals, such as falling usage, sponsor changes, unresolved issues or team pushback, and act on them before they become escalations
- Be relentlessly proactive: anticipate client needs, bring ideas and solutions before being asked, and never let the client chase Exdion for an answer
- Demonstrate value with measurable outcomes: errors caught, time saved, renewal quality and E&O risk reduction
- Embed Exdion deeply into the client's standard operating procedures so that it becomes how the work gets done
Skills
- Hands-on experience at a P&C insurance brokerage or agency in a servicing capacity, such as account manager, CSR, account executive or service team leader
- Deep expertise in commercial lines policy management and the renewal cycle: marketing, quoting, binding, policy issuance, policy checking, endorsements, certificates and stewardship
- Working knowledge of common agency management systems, with strong preference for Applied Epic
- A track record of driving change in collaboration with client or internal teams across a large, diverse and distributed workforce
- Experience working with PMOs, change management teams and technology leads on multi-office or enterprise-wide rollouts
- Proven ability to navigate leadership dynamics, build consensus and influence without authority, from the C-suite to the service desk
- Experience assessing training needs and gaps, building training material, and delivering training programs and workshops
- Excellent communication and facilitation skills, with the presence to lead an executive review and the patience to coach a new user
- Willingness to travel to client offices as the program requires
- Familiarity with others, such as AMS360, Sagitta or BenefitPoint, is welcome
- Experience at a top-100 brokerage, or at a brokerage that has grown through acquisition and runs varied servicing models across offices
- Prior customer success, implementation or account management experience at an InsurTech or SaaS vendor serving brokers
- Familiarity with policy checking, E&O risk controls and service center or outsourced servicing models
- Change management training or certifications
- P&C license or designations such as CIC, CISR, CRM or CPCU
Benefits
- Remote / hybrid work arrangement
- Lead one of the most visible programs in the company, with direct access to senior management.
- Shape product direction by bringing the voice of the broker straight to the VP of Product.
Company Overview