Customer Success Manager

Job Title

Customer Success Manager

Job Description

We’re looking for a proactive and resourceful Customer Success Manager (CSM) to join our Global Revenue Operations (RevOps) team based in Singapore. In this global role, you will have two main responsibilities:

 

• In Customer Success you will be the primary point of contact for a portfolio of global customers (e.g. APAC, Europe and North America), ensuring they gain maximum value from our solutions. You’ll be responsible for project delivery, nurturing strong relationships, driving retention and expansion, as well as servicing and advising customers. 
   

• Demonstrate material contribution towards optimizing the RevOps operating model to support our global operations at scale. This includes how we support the delivery of our technology (i.e. implementations), customer success activities such as the provision of data insights as well as facilitating the flow of market insights to customers as well as customer feedback to our Product team. 

This is a key role within our Global RevOps team, requiring a curious and proactive individual who collaborates effectively across functions to deliver meaningful business outcomes.

As part of this Global cross functional role - you will work closely with Product, Data, Sales, and Support teams to deliver exceptional customer and business outcomes.

What you will be Doing

• Material contribution towards optimizing and embedding our global RevOps operating model ensuring we are operating at scale. This will also enable robust and consistent global reporting standards. 

• Customer Relationship Management: Build relationships with key customer stakeholders. Understand their strategic goals ensuring our platform is delivering maximum value. 

• Account Growth & Renewals: Owning renewal process (i.e. Discovery through to Contracting) ensuring strong levels of customer retention. In addition, to also identify and drive expansion opportunities. 

• Success Planning: Primary ownership in tracking utilization, satisfaction, and ensuring business value is constantly delivered.

• Advocacy & Feedback: Be the voice of the customer internally and share insights/ feedback with product and leadership teams.

• Risk Management: Proactively identify and mitigate risks to customer satisfaction and retention.

• Reporting & Insights: Track customer health metrics, reporting on account status at regular business review meetings as well as ensuring compliance to data obligations.

• Project Delivery: Lead the delivery of implementation projects, ensuring timelines, scope, and quality standards are met.

• Stay up to date with industry (i.e. life insurance and Insurtech) trends and best practices to advise customers and position our solutions effectively.

What Type of Person Fits the Role

• You have experience in SaaS or Insurtech environment, ideally working in a global RevOps business (e.g. Europe and North America) with enterprise customers in a post-sale or delivery capacity.

• You’re a strong project manager, comfortable juggling multiple priorities and working cross-functionally / globally to get things done.

• You’re customer-centric, thriving on helping them succeed. 

• You’re commercially savvy, with the confidence to handle negotiations (e.g. renewal and upsell opportunities) in a consultative and value-driven way.

• You are relationship builder with strong communication skills, able to influence key stakeholders. 

• Technically Great: Possesses a deep understanding of relevant technical skills and knowledge applicable to the role.  

Key Characteristics

What we look for when interviewing and that help people thrive at UnderwriteMe

• Outcome/ Results oriented: Outcome led and not task based, having the resourcefulness to pivot and communicate effectively when problems arise.

• Curiosity: Courageous in learning different perspectives, new concepts and problems to be solved ensuring clarity in understanding outcomes, problems and context. 

• Initiative: Demonstrates initiative and a proactive mindset in delivering towards key business outcomes and problem solving. Remaining resilient and maintains a bias for action.

• Ownership: Understands business outcomes taking on full accountability in context of role and responsibilities.

• Adaptability: Open to feedback and willing to learn from others. Shows a growth mindset with the ability to adapt and improve.

About UnderwriteMe

UnderwriteMe is an Insurtech software business and subsidiary of Pacific Life Re (PL Re), a global life and pensions reinsurance firm. We have a vision to help everyone purchase protection insurance by using data and disruptive technology to transform our partners and markets in order to make their underwriting processes as quick and efficient as possible. 

Working for UnderwriteMe

Joining UnderwriteMe means being part of a technology company that is committed to bringing a fresh and dynamic approach to insurance.  You’d be working with a team of highly technical experts made up of people with backgrounds in software, fintech, and insurance.

Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure.  We work hard and thrive on achievement, but we also know how to have fun and relax too.  We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.

Providing employees with a healthy work-life balance is very important to our culture.  We have a wide range of employee benefits and we host regular social activities and wellbeing initiatives.  We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events, and overseeing volunteering opportunities

Benefits

Leave

• 23 days of annual leave with option to buy/sell more days

• Adoption and fertility leave 

• Generous enhanced parental leave  

Healthcare

• Comprehensive private insurance coverage for employee and dependents

• Group Term Life Insurance coverage of 5x basic annual salary, Group Accelerated CI of 1x annual basic salary and Group Accidental Death & Dismemberment of 3x annual basic salary 

• Optical & Dental benefits 

• Additional flexi benefits

Wellness

• Access to Employee Assistance Program 

• Time off for volunteering 

• Charitable matching of employee donations

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

As part of our commitment to accessibility for all, UnderwriteMe will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs, and we will consult with you to ensure suitable accommodation is provided.

UnderwriteMe Values

Please click here to view our company values