Ascend21 Customer Success Manager at Ascend21 to lead and scale post-implementation Customer Success function. Own the end-to-end lifecycle of high-value customers, serving as a trusted advisor to C-suite and senior stakeholders.
Responsibilities
We are looking for a relationship driven, strategically minded Customer Success Manager to lead and scale our post-implementation Customer Success function. This role will own the end to end lifecycle of Ascend's highest value customers, serving as a trusted advisor to C-suite and senior stakeholders while driving strong adoption, retention, and expansion. You'll balance hands-on account management with long-term strategic thinking by building repeatable motions, surfacing customer insights, and partnering cross-functionally to influence product direction and drive durable growth.
Objective #1: In your first 30 days, you will:
Dive deep into Ascend's product, customer segments, and current Customer Success processes and tools
Build foundational relationships with internal partners across Sales, Product, and Product Support
Begin developing your approach to managing relationships and driving value for sophisticated insurance organizations
Objective #2: In your first 60 days, you will:
Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day to day users
Develop a strong understanding of your customers' workflows, goals, and success metrics with actionable insights to improve adoption and outcomes
Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support
Objective #3: In your first 90 days, and beyond, you will:
Fully own the post implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product
Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions
