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Bestow is a vertical SaaS platform transforming life insurance by providing carriers with technology to modernize products and distribution. The platform enables carriers to launch fully customized life insurance products in months with modern customer and advisor experiences.
As a Customer Success Manager, you will own the relationship, health, and growth of Bestow's enterprise carrier customers. You serve as the customer's primary point of contact at Bestow and are the internal reference point for understanding customer needs and priorities.
Key responsibilities include:
- Owning day-to-day and executive relationships for a portfolio of enterprise carrier customers
- Running the operating rhythm for accounts: recurring business reviews, performance reporting against SLOs, and quarterly planning
- Building and delivering executive-level business reviews connecting platform performance to customer commercial goals
- Managing escalations end-to-end, coordinating Engineering, Product, and Implementation teams
- Translating customer needs into prioritized work with Product and Engineering, using data to advocate for roadmap prioritization
- Identifying expansion and adoption opportunities within accounts and collaborating with Sales on closing
- Owning due diligence, compliance documentation, and audit responses, organizing subject-matter experts
- Mentoring Customer Success Associates and raising team standards for documentation, reporting, and communication
- Traveling as needed for solution workshops, leadership onsites, and customer business reviews
The role reports to the Director of Customer Success.
REQUIREMENTS:
- 4+ years in customer success or account management, ideally at a SaaS or technology company serving enterprise customers
- Direct ownership of enterprise customer relationships including executive stakeholders, with demonstrated ability to grow or turn around accounts
- Comfort with complex problems and accountability for solutions
- Cross-functional fluency with Product, Engineering, Compliance, and Sales; effectiveness without formal authority
- Skilled at building and delivering polished, client-facing presentations for executive audiences
- Strong analytical instincts; ability to work with data directly and use it to make cases, not just report
- Clear, direct communication in writing and verbally, with attention to detail
- Experience with CRM and ticketing tools such as Salesforce and JIRA
- Bachelor's degree in business, marketing, or related field, or equivalent experience
