This is a remote position.
Principal Customer Success Manager
Certificial, the creator of the Smart COI NetworkTM, has transformed how insurance coverage information is shared between Agencies, Suppliers, and their Customers. We’re a fast-growing InsurTech that is in search of a Principal Customer Success Manager to expand our revenue team and build a world-class Customer Success organization. The Customer Success organization is not an operations function but a revenue function critical to achieving each customer's full potential value.
What you’ll do:

• You will own the post-sale customer lifecycle from onboarding to expansion and renewal. The post-sale expansion opportunity is the largest in our ecosystem, and you will be responsible for capturing it.
• You will serve as the owner of the implementation process, spanning technical integration, setup, user training, and content enablement, and make a complex moving process feel organized and complete.
• You will be a trusted partner to the Product, Operations, Insurance Solutions, and Marketing teams to provide invaluable insights and be the connector for our teams to customers. Customer Success is a team sport; you will be responsible for ensuring everyone in the organization is engaged with customers at a meaningful level.
• You will be a product expert, helping our customers achieve the goals and metrics we’ve outlined with them both pre-sale and post-sale. You will teach our customers best practices, be a trusted advisor, and be the catalyst for meaningful business outcomes.

Some metrics you’ll own:

• Time-to-Revenue
• Onboarding Velocity
• Revenue Expanded
• Compliance Rate
• Response Accuracy Rate

Other Functions:

• Ability to plan schedules and organize workload to meet deadlines
• Work cross-functionally with other teams
• Adhere to company policies, procedures, and guidelines
• Ability to work with a high-performing, fast-paced team
• Other duties as assigned

What you’ll bring:

• 5 years of Customer Success in a tech organization.
• Deep technical knowledge and familiarity with solving problems within API’s.
• Crisp communication and clear thinking - specifically, you are an articulate writer and communicate clear plans with metrics, actions, and underlying assumptions. (Familiarity with the Working Backwards Process preferred)
• Experience in an early-stage organization as both a strategist and doer. You must be just as comfortable in the trenches as you are working on strategic initiatives.
• 5 Years of sophisticated, technical implementations working directly with the Customers’ engineering and product teams.

Compensation:

• This role will receive a competitive base salary, bonus, benefits, and options. The base salary range for US-based employees is $50,000-$500,000.
• Various factors are considered when determining someone's leveling and compensation, including a candidate's professional background and experience. These numbers may be modified in the future, and final offer amounts may vary from those listed above. Please continue to apply if you are unsure that you fit into our compensation structure.

Perks and Benefits:

• Health, dental, and vision insurance
• No waiting period for enrollment
• 401(k) with company match
• Employer-paid STD/LTD
• Unlimited PTO
• Employee Assistance Program
• Special employee discounts
• Virtual team-building activities

About us:
Certificial uses real-time data to ensure businesses have continuous, compliant insurance coverage. We combine certificate issuance and compliance management into one simple platform, eliminating risk, ensuring compliance, and reducing costs for every stakeholder in the COI process - Insureds, Agents & Brokers, and Requestors. This is our Smart COI Network.
Employment at Certificial is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.