Customer Success Manager

Job Title: Customer Success Manager

Company: Fenris

Location: Eligibility for US employment; Position is remote but must be based in the US

About Fenris

Fenris is a leading provider of data and predictive AI to the insurance industry.  Our clients are insurance carriers, MGAs, digital insurance agencies, and innovators in traditional, alternative, and embedded distribution.  By leveraging our API platform to support millions of insurance intake transactions every month, insurance companies integrate Fenris’ real-time data enrichment and early risk assessment in their workflows to optimize outcomes across auto, home, and commercial insurance lines of business.

About the Role

We are seeking a dynamic and resourceful Customer Success Manager to be responsible for managing customer relationships, ensuring smooth onboarding, driving renewals, and identifying opportunities for revenue expansion, and will continue our NRR growth, > 115%+ over the past three years, as it attests to the quality, breadth, and effectiveness of our products.  The ideal candidate is passionate about customer success, infinitely curious while building relationships of trust, thrives in a startup environment, and plays to win as a team. 

Key Responsibilities

• Customer Advocacy and Relationship Building:
  • Serve as the voice of the customer internally, advocating for customer needs and ensuring that their requirements are met by Fenris
  • Maintain strategic account plans and conduct regular business reviews with customers to assess satisfaction, share product updates, and discuss future needs.
• Onboarding New Customers:
  • Guide new enterprise customers through a seamless onboarding experience using our API service in POCs and at contract execution, ensuring they understand the platform’s value, answering product and technology questions, and mapping account and use cases
• Contract Renewals and Retention:
  • Lead efforts in contract renewal processes for annual and multi-year agreements, ensuring well documented and communicated terms for timely and smooth renewals
  • Monitor customer health metrics, usage patterns, and feedback to identify signs of dissatisfaction or potential churn. Proactively engage with customers to address concerns, quantify ROI, and contribute to product road map to continually improve.
• Revenue Expansion:
  • Identify upsell and cross-sell opportunities for data enrichment and predictive AI solutions within the existing customer base to drive revenue growth. Work closely with the sales team to craft tailored proposals that meet the evolving needs of customers.
• Collaboration and Reporting:
  • Maintain accurate and current records in hubspot (CRM) and create customer reports
  • Provide regular reports on customer health, onboarding progress, product usage, retention rates, upsell opportunities, and churn metrics to senior leadership.
  • Work with finance team to influence correct billing and receivables collections

Qualifications:

• 3+ years of experience in customer success, account management, or client services, with 1+ year in a startup or innovation team, preferably in a tech environment.
• Proven track record of driving contract renewals, managing churn, and expanding revenue in existing customer accounts, and further evidence of contributing to financial planning and analysis and business operations
• Preference for knowledge of API services and prior experience serving the insurance industry as a technology, data, or analytics supplier. 
• Strong communication and interpersonal skills with the ability to build and maintain relationships at all levels.  Analytical mindset with the ability to monitor and interpret customer data to inform strategy.  Exceptional problem-solving skills and a customer-centric approach.  Tech savvy with experience in hubspot, maxio, postman, AWS and API services

Why Fenris?

• Competitive salary and benefits including health, vision, dental, life, unlimited PTO, virtual work environment, and equity grants make this a desirable startup with seasoned leadership who have already had several prior startups and exits in Insurtech, data, and machine learning 
• Opportunities for professional growth and development. Collaborative and supportive work environment.

If you’re passionate about customer success and want to make a direct impact on how the insurance industry is transforming for the better with predictive AI and data, we’d love to hear from you!

Fenris Digital is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.