Note: The job is a remote job and is open to candidates in USA. Amplo provides an agency management system for the insurance brokerage and agency market. The Customer Success Manager will manage a portfolio of mid-market agency accounts through adoption, renewals, and expansion while monitoring account health, resolving issues, and translating customer feedback into product input. The role will also help develop scalable customer experience processes, playbooks, and automations.
Responsibilities
- Own a book of mid-market agency accounts, serving as the primary point of contact from post-onboarding handoff through renewal
- Drive adoption of the Amplo platform by understanding each agency's workflows and connecting them to the capabilities that move their business
- Own renewals for your accounts and identify and pursue expansion opportunities
- Monitor account health, surface risk early, and run the plays to address it before it reaches escalation
- Partner cross-functionally with Product, Engineering, Support, and Solutions to translate customer feedback into clear, prioritized input on the roadmap
- Build and refine the operational backbone of the CX function: success plans, QBR templates, health scoring, enablement materials, and automation that makes the team faster
Skills
- • 3–5 years in a Customer Success Manager role within B2B SaaS, serving mid-market or SMB customer accounts including ownership of renewals
- • Strong cross-functional collaboration, with a track record of working closely with Product, Engineering, Support, and Sales to drive customer value and advocacy
- • Excellent written and verbal communication, across both business and technical audiences
- • Adaptable and comfortable working in a dynamic environment with a bias toward action
- • Experience in insurance or insurtech — agency operations, brokerage, carrier, or a platform serving them
- • Working knowledge of Salesforce, particularly on the configuration or admin side
- • Experience designing or running a digital-first, one-to-many customer success motion
- • Project management or product marketing experience. The attention to detail to map a customer journey and develop the materials to support it
- • Based in Eastern or Central time zone
Benefits
- Remote-first environment and ability to work anywhere in the US within 3 hours of EST
- A whole person approach to taking care of you with medical, vision, dental, disability, and life benefits
- 401(k) retirement plan with employer matching and safe harbor vesting
- Meaningful work-life balance with an UPTO policy and 13 paid company holidays
- Annual wellness stipend to support your health goals
- Paid maternity and parental leave policies
Company Overview