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Job Overview
Location
Oregon, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
December 17, 2025
Full Job Description
đź“‹ Description
- • Own the entire post-sale customer journey for a portfolio of high-value insurance agencies, acting as the single-threaded owner of customer health, adoption, expansion, and renewal outcomes. You will quarterback every touchpoint—from kickoff to renewal—ensuring that each agency principal, producer, and service rep experiences measurable success inside the Amplo platform.
- • Architect and execute strategic success plans that map each customer’s business objectives to measurable milestones inside the Amplo platform, ensuring every stakeholder—from agency principals to end-users—realizes rapid time-to-value and sustained ROI. These living documents evolve with the customer’s growth and serve as the north star for quarterly business reviews, executive steering committees, and expansion roadmaps.
- • Lead quarterly business reviews (QBRs) and executive steering committees, presenting data-driven insights on product adoption, workflow efficiency gains, and revenue impact that influence C-suite decisions and secure multi-year renewals. Your storytelling will blend quantitative metrics (feature adoption, commissions processed, claims closed faster) with qualitative wins (producer satisfaction, reduced E&O exposure) to create an irresistible case for continued investment.
- • Partner with Implementation and Solutions teams during the final 30% of onboarding to guarantee a frictionless hand-off, then shepherd customers through the critical first 90 days of live usage, driving feature activation rates above 80% and NPS > 60. You will run weekly enablement sprints, configure advanced workflows, and surface early wins that cement executive confidence and user enthusiasm.
- • Detect early warning signals of churn or contraction by monitoring product telemetry, support ticket themes, and stakeholder sentiment; design and run targeted interventions that rescue at-risk accounts and convert them into expansion opportunities. Your toolkit will include executive escalation calls, custom training webinars, and success-gap workshops that turn skeptics into champions.
- • Collaborate daily with Product, Engineering, and Design to translate field feedback into roadmap priorities, submitting detailed feature requests, participating in beta programs, and co-authoring release notes that accelerate adoption of new capabilities. You will sit at the intersection of customer pain and product possibility, ensuring that every sprint delivers outsized value to your book of business.
- • Build and scale repeatable enablement assets—playbooks, email templates, in-app guides, and automated health-score alerts—that empower the broader CS team to deliver consistent, white-glove service without adding headcount. Your content will be so effective that new CSMs ramp to full productivity in half the time, and customers self-serve answers 24/7.
- • Coach and mentor junior CSMs and onboarding specialists, instituting best practices for discovery questioning, objection handling, and value demonstration that elevate team-wide performance and career progression. You will run weekly deal clinics, shadow calls, and certification sessions that create a culture of continuous improvement and internal promotion.
- • Drive cross-sell and upsell motions by identifying unmet needs in commissions, claims, and carrier connectivity modules; partner with Sales to craft business cases and ROI models that expand annual contract value by 20–40%. Your pipeline discipline will include opportunity mapping, mutual-close plans, and procurement navigation that turns satisfied users into multi-module power users.
- • Represent the voice of the customer at company-wide meetings, ensuring that every department—from Marketing campaigns to Finance billing—understands and prioritizes customer impact in their decision-making. You will translate customer urgency into engineering sprint priorities, pricing model refinements, and support SLAs that keep retention rates best-in-class.
- • Maintain a real-time dashboard of customer health metrics (adoption depth, executive sponsorship, support CSAT, renewal probability) and present findings to the VP of Customer Experience every Monday to inform resource allocation and risk mitigation. Your data hygiene will be so rigorous that leadership trusts your forecasts and acts on your recommendations without hesitation.
- • Champion a culture of experimentation by piloting new engagement tactics—such as customer communities, certification programs, or AI-driven nudges—then measuring lift in retention and expansion to institutionalize what works. You will publish internal playbooks and external case studies that position Amplo as the undisputed leader in customer success innovation.
- • Travel up to 20% for onsite strategic workshops, user-group events, and industry conferences where you deepen relationships, gather competitive intelligence, and position Amplo as the thought leader in agency management innovation. Your presence at these events will generate pipeline for expansion, referrals, and co-marketing opportunities that compound ARR growth.
🎯 Requirements
- • 5+ years in a high-touch Customer Success, Account Management, or Consulting role serving insurance or financial services clients
- • Demonstrated track record of owning a $2M+ ARR book of business with net retention above 110%
- • Expert proficiency in Salesforce, Gainsight, or equivalent CS tooling; SQL or BI experience is a strong plus
- • Exceptional executive presence and storytelling skills, able to command a room of agency principals and carrier VPs
- • Willingness to travel up to 20% across the United States
🏖️ Benefits
- • Competitive base salary + uncapped variable tied to net retention and expansion
- • 100% employer-paid medical, dental, and vision for you and dependents
- • 20 days PTO + 10 company holidays + 1 volunteer day annually
- • Annual $2,000 professional development stipend and paid attendance at industry conferences
Skills & Technologies
Senior
Onsite
About Amplo Inc.
Amplo Inc. provides cloud-native, AI-driven predictive maintenance software for industrial manufacturing. The platform continuously monitors vibration, temperature, and operational data to forecast equipment failures, optimize maintenance schedules, and reduce unplanned downtime. It integrates with existing sensors, PLCs, and ERP systems, delivering role-based dashboards and prescriptive alerts. Typical users include reliability engineers at automotive, steel, and packaging plants aiming to increase throughput, cut spare-parts inventory, and extend asset life. Founded in 2019, the company is headquartered in San Francisco, California.
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