Customer Success Manager

Job Description Team: Customer Success Salary Range: $65,000-$95,000 USD Location: This role is aligned to our hub locations in the US (Chicago, Atlanta, Dallas). While we're especially interested in candidates in or near these areas, we welcome applications from outside of these locations as well. Opportunity for Impact Applied is where insurance technology gets reinvented, and we build it fast. Our cloud software and AI-powered solutions reach thousands of agencies and brokers worldwide, setting the pace for what modern insurance can do. We're looking for a Customer Success Manager to join our Account Management team and manage strong relationships with assigned customer accounts, ensuring high satisfaction, successful product adoption, and clear recognition of ROI. The ideal team member will be hyper-focused on driving revenue growth through low cancellations and churn, high retention, and increased customer advocacy, while staying flexible and agile as business priorities evolve. What You'll Do

• Maintain a customer-centric attitude across all client interactions, delivering first-class service that drives high NPS scores
• Collaborate with internal Applied teams to resolve customer issues, communicate product requests, and deliver excellent service on a timely basis
• Set appropriate expectations with customers to position Applied's team and products for success
• Understand, analyze, and solve challenging customer requests using creative solutions
• Develop and implement account plans to drive customer retention and grow the relationship
• Lead quarterly business reviews covering perceived value, usage metrics, areas for improvement, wins and milestones, and new product features
• Build a deep understanding of customer business initiatives and partner with customers and Applied teams to reach those goals through Strategic Success Planning
• Analyze customer health metrics and engagement using internal tools and usage data, feeding insights back to product and service teams to drive continuous improvement, and championing customer advocacy across Applied departments to ensure a consistent experience
• Travel up to 15% for team meetings and customer events, as required

What We're Looking For

• Strong verbal and written communication skills, able to convey information clearly, accurately, and concisely
• Minimum of 2-3 years of experience in a customer success or customer-facing role, with a proven track record and a self-starter, proactive mindset
• Expertise in customer success best practices and customer retention
• Ability to organize and prioritize tasks and projects with high attention to detail
• Empathetic to customer frustrations and needs, with experience working with customer and senior executive stakeholders
• Creative problem solver, able to identify underlying problems, not just symptoms
• Excellent presentation skills, both creating and presenting in client-facing meetings

Bonus points if you also have:

• Familiarity with Applied's product portfolio, including our core management systems and extended solutions
• Experience with Salesforce

Talent shows up in a lot of different ways, and we mean that. We welcome candidates from all backgrounds and experience levels, including military members and their spouses and those without a traditional degree or tech background. If this role speaks to you, apply. Why You'll Like Working on Team Applied The best work happens when smart people move fast, together. For over 40+ years, Applied has built technology that solves real problems for insurance professionals - and we're still pushing what's possible. You'll be part of our people-first culture built on trust, inclusion, and growth - where you're supported to deliver, collaborate with teammates who care, and grow with leaders invested in your success. How We'll Support You We invest in the whole person, not just the role. Our benefits and resources are built to support your health, your time, and your life outside of work:

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Compensation Transparency Our targeted starting base salary in the United States for this position ranges from $65,000 to $95,000 USD. To determine a new team member's starting pay, we consider a variety of factors, including depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission. Your Security Matters: Our candidates' personal information and online safety are top of mind. Applied communicates with candidates only via a secure @appliedsystems.com email address or through our official careers portal. Recruiters will never request payments or ask for financial account or sensitive personal information like Social Security numbers. AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, final decisions are always conducted by real humans. EEO Statement Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law. #LI-Remote #LI-US