Customer Success Manager

Join Us. Make Your Imprint.Novidea is an insurance technology company solving the toughest challenges faced by insurance brokers, agencies, MGAs and coverholders. 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.What’s the Job?As a Customer Success Manager in Novidea you’ll ensure that our customers achieve their desired outcomes with the product by providing onboarding, support, and ongoing guidance, while fostering strong relationships to drive retention, expansion, and satisfaction.What You’ll DoCustomer Relationship Management: Building and maintaining strong, positive relationships with customers to ensure they are satisfied and engaged with the product.Education and Enablement: Providing training, resources, and guidance to help customers fully utilize the product.Providing solutions of the product – designing and implementing enhancements based on the platformWorking closely with the product team – providing the voice of the customer and communicating to clients product updates and featuresWorking with the delivery teams – designing needs and deliverables, based on requests for changes of clientsProactive Engagement: Regularly checking in with customers to address any issues, gather feedback, and ensure they are getting the most out of the product.Monitoring Customer Health: Using tools and metrics to monitor customer usage and satisfaction levelsRenewal processes: involvement in annual renewals, especially if the customer is considering expanding, downgrading, or leaving the solution.What You Bring3-5 years of experience in customer success for a SAAS product companyExperience in high touch customer managementExperience with Salesforce CRM as an implementer, administrator or super-userInsurance industry knowledge - AdvantageThe Novidean WayWe Originate | We Collaborate | We Step Up | We Evolve | We Make an ImprintWe hire people, not just skills. 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.Novidea is an equal opportunity employer. We believe that diversity is integral to our success, and we are proud of and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law.