United States onlyTitle: Customer Success Manager
Reports To: VP of Customer Success
Location: Remote (US Only)
About Us
We've built the system of record for the $200+ billion insurance brokerage and agency market - an industry that forms the backbone of our modern economy. We serve a solid roster of customers including industry leaders like USAA and many others. WR Berkley, a Fortune 500 insurance holding company, led our Series B and provides invaluable strategic partnership as we reshape the insurance technology landscape.
About the Role
As Customer Success Manager at Veruna, you will play a pivotal role in ensuring our customers achieve their desired outcomes through the successful adoption and use of our platform. You’ll serve as the main point of contact for post-implementation customer engagement as you drive retention, satisfaction, and long-term value.
What You’ll Do
- Customer Engagement & Value Delivery: Build and maintain strong customer relationships through regular engagement, ensuring successful onboarding hand-off, adoption, and value realization while identifying opportunities for growth through periodic reviews and best practices.
- Retention & Expansion: Drive renewals and identify expansion opportunities through regular engagement and strategic account planning. Collaborate with Sales and Product to support upsell and cross-sell efforts. Proactively monitor and assess customer health and implement plans to mitigate risk.
- Customer Advocacy: Act as the voice of the customer by gathering feedback and insights to inform internal teams and product development. Escalate and help resolve complex customer concerns, ensuring a positive customer experience.
- Support Collaboration: Work closely with the Customer Support team to ensure timely resolution of issues. Provide insights and feedback that help shape support processes and tools.
- Reporting & Continuous Improvement: Track and report on key customer success metrics (e.g., retention, satisfaction, usage). Identify trends and recommend improvements in processes, tools, and customer communication.
Who You Are
- 3+ years of experience in Customer Success, Account Management, or client-facing roles at a B2B SaaS company.
- Demonstrated success in managing customer relationships and improving retention and satisfaction.
- Strong communication, presentation, and interpersonal skills, especially with enterprise customers.
- Proactive, data-driven mindset with a desire to continually improve customer experiences.
- Experience working cross-functionally with Product, Engineering, Sales, and Support teams.
- Experience with Salesforce products or Salesforce knowledge is a plus.
What We Offer
- Remote-first environment and ability to work anywhere within 3 hours of EST
- Meaningful work-life balance with an UPTO policy and 13 paid company holidays
- A whole person approach to taking care of you with medical, vision, dental, disability, and life benefits
- 401(k) (with Roth options): 100% match up to 3% of annual comp; 50% match up to 5% of annual comp. So, you contribute 5%, we'll contribute 4%. Safe harbor so 100% vesting
- Paid maternity and parental leave policies
- Annual wellness stipend to support your health goals
The base pay range for this role is $100,000 - $125,000. Within this range, base pay will be determined based on relevant experience, education, training/certifications, skillset, and work location.
Veruna is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Veruna is an EEO Employer who participates in E-Verify. By applying, you acknowledge that we are an E-Verify employer.
