Note: The job is a remote job and is open to candidates in USA. Bestow is a vertical technology platform that provides infrastructure and enterprise SaaS solutions for life insurers. The Customer Success Manager will own relationships with enterprise carrier customers, oversee account health and growth, manage escalations and executive communications, and coordinate with Product, Engineering, Implementation, Compliance, and Sales.
Responsibilities
- Own the day-to-day and executive relationship for a portfolio of enterprise carrier customers, serving as their primary point of contact at Bestow
- Run the operating rhythm for your accounts: recurring business reviews, performance reporting against service level objectives (SLOs), and quarterly planning with customer leadership
- Build and deliver executive-level business reviews that connect platform performance to the customer's commercial goals
- Own escalations end to end, from first signal through resolution and customer follow-up, coordinating Engineering, Product, and Implementation as needed
- Translate customer needs into prioritized work with Product and Engineering, and make the case with data when something deserves to move up the roadmap
- Identify expansion and adoption opportunities inside your accounts, and work with Sales on the path to close
- Own due diligence, compliance documentation, and audit responses for your customers, organizing subject-matter experts and holding deadlines
- Mentor Customer Success Associates and raise the bar on how the team documents, reports, and communicates
- Travel as needed for solution workshops, leadership onsites, and customer business reviews
Skills
- 4 or more years in customer success or account management, ideally at a SaaS or technology company serving enterprise customers
- You have owned enterprise customer relationships directly, including executive stakeholders, and can point to accounts you grew or turned around
- Energized by complex problems and comfortable being the person accountable for the answer
- Fluent working cross-functionally with Product, Engineering, Compliance, and Sales, and effective without formal authority
- Skilled at building and delivering polished, client-facing presentations for executive audiences
- Strong analytical instincts. You work with data directly and use it to make a case, not just to report
- Clear, direct communicator in writing and in the room, with real attention to detail
- Experience with CRM and ticketing tools such as Salesforce and JIRA
- Bachelor's degree in business, marketing, or a related field, or equivalent experience
Benefits
- Equity based on role
- Flexible paid time off
- Parental leave programs
- 100% paid-premium option for medical, dental, and vision insurance
- Lifestyle stipend to support your physical, emotional, and financial wellbeing
- Flexible work-from-home policy and remote work
- Remote and WFH options, as well as a state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
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