Hybrid Strategic Customer Success Manager – Insurance Carriers

at Wisedocs

• Job title: Strategic Customer Success Manager – Insurance Carriers
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: CA$90,000 - CA$120,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• Strategic Customer Success Manager at Wisedocs enhancing partnerships with insurance carriers. Leading complex customer relationships and driving long-term value in claims workflows.

Responsibilities

• Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction.
• Lead strategic check-ins, business reviews, and planning conversations that align Wisedocs to customer operational goals.
• Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders.
• Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning.
• Proactively identify value gaps or risks well ahead of renewal timelines.
• Prepare executive-level business impact summaries, usage insights, and alignment materials.
• Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends.
• Respond quickly and empathetically to escalations, providing clear timelines and follow-up.
• Collaborate with Product, ML, Engineering, Implementation, and Support.

Requirements

• 10+ years managing enterprise customers in SaaS.
• Strong understanding of insurance and claims operations, including complex, regulated customer workflows.
• Demonstrated experience owning and leading enterprise renewals.
• High technical aptitude and ability to quickly understand and explain technical concepts to diverse audiences.
• Proven ability to lead complex accounts independently while collaborating effectively cross-functionally.
• Exceptional organizational discipline, executive communication, and presentation skills.
• Strategic, proactive problem-solver who identifies risk early and drives solutions forward.
• Comfortable operating in fast-paced, evolving environments.

Benefits

• Flexible hybrid environment with the option to collaborate in-person at our Toronto HQ.
• Modern employee benefits, including health and dental coverage.
• Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
• An opportunity to develop very rapidly in your career.
• Access to a learning and professional development fund to help you level up your career while you’re working with us.
• Company events.
• Generous Paid Time Off.
• Paid Sick Days.
• Casual Dress code.
• Employee Referral Bonus.
• Tuition Assistance.
• Plus, many other Recognition Programs!