Customer Success Manager - Commercial Insurance

YOUR ROLE

The Customer Success team engages with our customers to drive adoption of our products and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executive teams in the product  launch, driving ongoing adoption, and managing renewals.  You will work with the rest of the Shift organization to uncover new ways to make Shift integrated into the client and to help improve our product.   Applicants need to have a robust background in commercial insurance fraud investigations, including Workers’ Compensation, Commercial Auto, and Commercial Property Insurance, as well as some experience investigating personal lines claim fraud.

YOUR RESPONSIBILITIES

• Drive retention and growth of clients by understanding their business needs and helping them succeed
• Enable successful roll-out of Shift technology to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
• Collaborating closely with our product and product marketing teams and act as a SME for commercial line insurance. In this role, you will play a pivotal part in developing fraud detection scenarios and models that enhance our commercial lines product offerings and align with customer needs
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for customers to act as Shift advocates (e.g. testimonials, case studies)
• Collaborate closely with Sales, Data Science, PM, Partners to support pilot customers, renewals, and expansion opportunities
• Marshall resources across the Shift organization as needed to support customers’ needs
• Identify opportunities within your client’s Fraud Detection and Claims management strategy that can be improved via incremental usage of Shift’s products and services;
• Represent the voice of the customer to inform our sales process and product roadmap
• Travel and meet with customers onsite to discover and understand their needs and help them develop an onboarding process and map an engagement plan;

YOU'VE GOT WHAT IT TAKES IF YOU

• You bring deep industry knowledge of commercial lines insurance and can act as a Subject Matter Expert (SME) in this area
• Have at least 5 years of successful experience working within the insurance industry within Special Investigations,  claims or underwriting (commercial and personal insurance).
• Have excellent communication skills; you know how to make complex things feel simple;
• Can tailor communication to the customer’s needs with confidence, and can effectively deliver memorable presentations leveraging storytelling skills;
• Can manage multiple accounts simultaneously;
• Have a university degree in a business related field or equivalent experience.