Manager, Customer Success

Manager, Analytics 

Austin, TX hybrid 2-3 days in office, preferred

Acrisure Innovation is a fast paced, AI-driven team building innovative software to disrupt the $6T+ insurance industry.  Our mission is to help the world share its risk more intelligently to power a more vibrant economy. To do this, we are transforming insurance distribution and underwriting into a science. 

At the core of our operating model is our technology: we’re building a digital marketplace for risk and applying it at the center of Acrisure, a privately held company recognized as one of the world's top 10 insurance brokerages and the fastest growing insurance brokerage globally. By leveraging technology to push the boundaries of understanding and transferring risk, we are systematically converting data into predictions, insights, and choices, and we believe we can remove the constraints associated with scale, scope, and learning that have existed in the insurance industry for centuries. 

We are a small team of extremely high caliber engineers with a diverse background across industries and technologies. Our engineers have worked at large companies like Google and Amazon, high frequency trading companies like Two Sigma and Jump Trading, and a variety of smaller startups, including successful startup founders.

The Role:

As the Manager of Partner Success, you will be responsible for leading and managing a team of Customer Success professionals to ensure Acrisure’s Sales and Service teams realize the value of Acrisure’s proprietary technology solutions. You will be the ultimate advocate for users and their stakeholders, and become a trusted representative of the voice of the customer.

Here are some of the ways in which you’ll achieve impact:

Lead and Scale Partner Success

• Lead and manage a team of Customer Success professionals to ensure continuous successful adoption and business outcomes with Acrisure’s technology solutions.
• Develop and execute success playbooks that ensure our customers have a seamless experience with our products.
• Define and implement a partner success journey map that ensures users realize value from initial reach all the way through to long-term loyalty.

Develop a Deep Understanding of Our Users

• Get to know our users, catalog how they operate, their agency strategy, their tech readiness and represent the customer voice within the Product organization.
• Identify the customer pains, unmet needs and opportunities for the Product organization to pursue.
• Help sales and service leadership plan the best ways to utilize our software in pursuit of their goals and KPIs.
• Implement systems for ensuring consistently high engagement and depth of insight (NPS, advisory boards, surveys, etc.).

Drive Adoption and Outcomes for Our Users

• Design and execute go-to-market plans for new use cases.
• Ensure an optimal “Whole Product” user experience that includes both the technological and non-technological components necessary for success.
• Ensure adoption and subsequent revenue outcomes, while winning champions who want to tell their story.

You may be fit for this role if you:

• Results oriented. You value outcomes over activities, and you can independently chart your path to deliver the desired results.Customer centric. You bring a high-level of empathy for our partners / customers and can establish frameworks to structure our thinking about their wants, needs and how to drive outcomes.
• Adept at ensuring scalability. You prioritize one-to-many enablement activities over one-to-one enablement activities.
• Are a relationship-builder. Able to build trust quickly with internal stakeholders and customers with a high degree of empathy and a team-first collaborative attitude. 
• Are high energy and entrepreneurial. You bring passion and enthusiasm to your work and are highly productive in a fast-paced environment with little oversight on a day-to-day basis.
• Are an expert at multi-tasking and prioritization. You enjoy balancing numerous different priorities and demands.
• Possess impressive communication abilities. You are a concise and effective communicator who can distill complex analysis and concepts into clear takeaways.
• Have a proven track record of enabling a strong customer experience. You possess a history of leading customer success teams.

Other requirements:

• Work experience: 7+ years of experience in client-facing roles at high-growth tech companies and/or at a strategy consulting firm required. At least one year of experience in Insurance or FinTech strongly preferred.
• Location: Austin, Texas, with remote roles considered for the right candidate.

It’s not expected that any single candidate would have expertise across all of these areas. If you are a solid candidate and eager to drive impact by building a best-in-class analytics capability, we are eager to talk to you.

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