Customer Success Manager enhancing client outcomes through bridge building in facility management software. Supporting public organizations with a focus on relationship management and software training.
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!
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