Customer Success Manager

Gradient AI:

Gradient AI is a fast-growing startup bringing state-of-the-art Artificial Intelligence (AI) and Machine Learning (ML) solutions to the trillion-dollar insurance industry.  Founded in 2018 we have recently raised $20M from top Insurtech investors to continue fueling our growth.  Our software-as-a-service platform provides bias-free data-driven insights enabling insurance companies to profitably run their business and expand their offerings to underserved people and markets.

About the Role:

We are searching for a Customer Success Manager to join our P&C sales team. This person will be passionate about relationship building and able to deliver excellent customer service to ensure an exceptional client experience and 100% client retention.

This individual will serve as the main point of contact for client inquiries support requests and strategic initiatives fostering strong relationships and driving value through our predictive AI solutions. Leading user training driving adoption and providing feedback from the client to continue to enhance the efficacy of our solutions in the claim environment will be a primary function of this role.

Key Responsibilities:

• Work closely with our Sales & Client Executive teams to establish and build long-term business relationships within designated client accounts and collaborate with the sales team to achieve goals.

• Build and sustain customer relationships while driving the adoption utilization and expansion of the Gradient AI platform to deliver client value while meeting/exceeding revenue goals.

• Work with Client Executive team to provide ongoing training and guidance on Gradient AI’s products and services to ensure successful implementation onboarding and utilization.

• Support the change management process within each dedicated client to identify pain points and solutions to help drive adoption of Gradient products.

• Participate and contribute to quarterly business review meetings with clients identifying opportunities for up-selling current Gradient AI products and conveying industry perspective on new industry challenges and product solutions to bring to market.

• Work closely with the sales executive in contract renewal process to ensure the best workable solutions are delivered to clients in high quality and timely manner.

• Define and track key performance indicators (KPIs) and metrics related to client satisfaction usage and retention developing strategies to drive positive outcomes.

• Create compelling stories for inclusion in renewals proposals and QBR meeting decks using client results and data.

• Present data confidently and anticipate questions from internal teams and clients.

Qualifications:

• Bachelor's degree with 5+ years account management and/or commercial lines P&C claims management. or underwriting experience (Workers Comp experience preferred).

• Successful organizational adoption and integration of technology or SaaS (Software as a Service) products.

• Demonstrated success with managing and developing customer relationships.

• Exceptional presentation skills; experience running technical demos a bonus but can be taught.

• Prior experience working with C-level executives management level and claims adjusters.

• Dynamic communication skills both oral and written.

• Ability to work in a self-driven manner within a fast-paced collaborative environment.

What We Offer:

• A fun fast-paced team-oriented startup culture.

• Generous stock options - we all get to own a piece of what we are building.

• Unlimited vacation days.

• Flexible schedule that supports working from home.

• Full benefits package including medical dental vision 401k and more.

• Exponential career growth provides many opportunities to learn and take on new responsibilities.