Customer Success Manager

About the Company

Novidea is an insurance technology company solving the toughest challenges faced by insurance brokers, agencies, MGAs and cover holders. Our innovative, data-driven insurance software platform allows users to manage the entire policy lifecycle across all lines of business, using data to inform every business decision, cross-sell and up-sell.

Responsibilities

• Own Customer Relationships: Build and maintain strong, long-term relationships with your portfolio of customers, ensuring high levels of engagement and satisfaction.
• Customer Health Monitoring: Use data and tools to proactively monitor customer engagement and identify risks or opportunities, running QBRs and health checks.
• Enablement: Guide new customers through company training capabilities, empowering them to confidently use the platform.
• Voice of the Customer: Collaborate closely with Product to relay feedback, influence roadmap decisions, and communicate product updates effectively.
• Product Expertise & Solutions: Through hands-on learning and usage of the platform, become a trusted advisor for the client when looking at potential changes to their processes, usage of the application.
• Cross-Functional Collaboration: Work with technical teams to scope and support client change requests and ensure timely delivery of enhancements.
• Renewals & Expansion: Support the ongoing licensing processing and identify opportunities for expansion.

Requirements

• 2+ years of experience in a Customer Success or similar client-facing role in a SaaS company.
• Proven experience in managing high-touch customer relationships.
• Strong communication and problem-solving skills.
• Evidence of a growth mindset.

Preferred Qualifications (Nice to Have)

• Knowledge or experience in the insurance industry (London Market, Syndicate or MGA).
• Profile accelerator: Hands-on experience with Salesforce (as an implementer, admin, or power user).

Benefits

• We encourage you to apply if you think this role is a great fit for you, even if you don’t meet 100% of the requirements.

Category

Customer Service