Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $129.1k - $215.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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RSA

WebsiteLinkedInAll Job Openings

10,000+ employees

🏗️ Construction

🍽️ Food & Beverage

🏨 Hospitality

Construction • Food & Beverage • Hospitality

RSA is a commercial and personal insurance company operating in the UK, Ireland and Europe, now rebranding as Intact Insurance. It provides a range of insurance products including commercial (construction, marine, motor fleet, liability, professional, property, accident & health, renewable energy), personal tenants contents policies, and specialist risk consulting and claims services. RSA works closely with brokers and corporate clients, is authorised and regulated by UK financial regulators, and is part of Intact Financial Corporation.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers • Establish a coaching culture focused on customer-business curiosity, proactive engagement, and continuous improvement • Translate customer success strategy into team operating models, playbooks, and KPIs • Ensure execution of onboarding, adoption, value realization, and renewal activities • Define and implement QBRs, account reviews, pipeline health checks, and escalation reviews • Monitor adoption, utilization, health scores, churn risk, and renewals • Build repeatable playbooks for onboarding, adoption acceleration, risk mitigation, and value realization • Own team performance across adoption, utilization, customer health, renewals, retention, and escalation management • Identify and manage at-risk accounts with clear, business-contextual action plans • Partner with Sales on account strategy, renewals, and expansion opportunities • Collaborate with Product, Engineering, Support, and Services to represent feedback and ensure seamless customer experience • Support executive business reviews and strategic account discussions • Act as an escalation point for critical customer situations • Build structure and model customer engagement practices during RSA’s evolving motion • Drive adoption of new processes, tools, and frameworks • Coach the team through real customer situations and foster resilience during change

🎯 Requirements

• 7+ years of experience in customer success, account management, or related post-sales roles • 2+ years of people management experience leading customer-facing teams • Proven ability to drive measurable adoption, renewal, and customer satisfaction outcomes • Strong leadership presence and ability to influence cross-functional stakeholders • Excellent communication skills with experience engaging executive audiences • Data-driven mindset and experience using dashboards, KPIs, and reporting • Strong program management and operationalization capabilities • Experience in cybersecurity, SaaS, or enterprise technology environments • Strong coaching mindset and curiosity about customers’ businesses • Ability to translate strategy into operating rhythms, KPIs, and playbooks • Executive communication and Sales partnership maturity • Builder-owner profile with change leadership experience • Must be legally authorized to work in the US

🏖️ Benefits

• Annual discretionary bonuses for eligible full-time, non-Sales US employees • Flexible paid time off • Health insurance • Disability insurance • Life insurance • 401(k) retirement plan with company matching contributions