Senior Customer Success Manager

We are looking for a motivated Customer Service (CS) Leader with an entrepreneurial spirit and building/operating muscle to join our team. As a Customer Service Leader, you will play an important role in defining our CS function, including leading and developing a team of CSRs, providing customer feedback to help shape our products, supporting sales opportunities, and enhancing our internal CS tooling and reporting.

You have experience leading a team to deliver a best-in-class customer experience in a high-growth, fast paced environment and fully embraces AI/agentic solutions. You are curious, adaptable, and a strong relationship builder, with the ability to thrive in a fast-paced environment that values speed, iteration, and continuous improvement.

What You'll Do

Team Leadership and Development.
- Lead and mentor a team of Customer Success Representatives that embodies our core values and operational goals.
- Drive Operational Excellence and Data-Driven Insights.
- Refine the Customer Success motion as we scale, including developing staffing models and shaping our tooling to support growth.
- Build and maintain the CS reporting infrastructure to enable data driven decisions and to surface strategic insights and clear narratives for executive and investor audiences.
- Own the outcome. You’ll lead the team to ensure we deliver best in class service, achieving CSAT, throughput, and AI/automation targets.
- Cross-Functional Collaboration and Partnerships: You will bridge the gap between customers and internal teams by channeling feedback into product and platform development

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

- 5+ years of experience, 3+ years as a direct CS leader or manager. Ideally in insurtech, fintech, or a high-growth startup
- Experience owning a CS tech stack (Intercom experience strongly preferred)
- Strong data fluency — comfortable pulling and interpreting CS metrics and reports
- Effective communicator across audiences
- Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire a team of direct reports

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.