Customer Success Manager -SIU experience

Shift is the leading AI platform for insurance.  Shift combines generative, agentic, and predictive AI to transform underwriting, claims, and fraud and risk - driving operational efficiency, exceptional customer experiences and measurable business impact.  Trusted by the world's leading insurers, Shift delivers AI when and where it matters most, at scale and with proven results.

Our culture is built on innovation, trust, and a drive to transform the insurance industry through our SaaS platform. We come from more than 50 different countries and cultures and together we are creating the future of insurance.

YOUR ROLE

Customer Success teams are absolutely key to Shift’s future success as they engage our clients to drive adoption and demonstrate ongoing value. This critical function is responsible for onboarding new clients by engaging executives (Claims Director, Head of Fraud, CIO, etc.) in the launch of our solutions, establishing success criteria, driving ongoing adoption, and managing renewals.  You will work with the rest of the Shift organization to uncover new ways to integrate Shift solutions into client processes and to help improve our products.

As a Customer Success Manager, you will be responsible for working closely with various internal and external teams. You will focus on helping our clients' Anti-Fraud, Claims and Underwriting departments with advice and guidance, and on ensuring our solutions are successfully implemented to deliver value.

YOUR RESPONSIBILITIES

• Lead and coordinate successful rollouts of Shift solutions, including preparing and sharing launch materials, creating or adapting workflows, generating rollout ideas, training end users, and attending launch events (virtual or in person)
• Coordinate resources across Shift (subject-matter experts, technical support, engineering, etc.) to resolve client issues and meet delivery commitments
• Assess clients’ Anti-Fraud, Claims and Underwriting management strategies and recommend ways Shift products can improve outcomes through increased adoption or configuration changes
• Provide performance updates to project teams and executive-level client leaders (regular business reviews or summaries) focused on adoption trends, business impact, risk areas, and next steps for deeper engagement
• Drive client retention and growth by proactively understanding client goals, measuring success, and recommending solutions that increase value and renewals
• Act as the voice of the customer by collecting feedback on the customer experience, and product functionality, and communicating prioritized insights to Shift leadership teams
• Identify and cultivate client advocacy opportunities (testimonials, case studies, references, speaking opportunities) and manage the process to secure them

YOU'VE GOT WHAT IT TAKES IF YOU HAVE

• Minimum 4 years of experience in insurance fraud detection and at least 2 years of experience leading project/initiatives or teams. 
• Demonstrated experience leading client meetings with participants ranging from front-line staff to Vice Presidents or other senior leaders
• Experience demoing solutions, collaborating with external partners, contributing ideas to improve existing products, and proposing new solution concepts; familiarity with current P&C insurance trends
• Excellent oral, written, and non-verbal communication skills; ability to simplify complex topics, tailor messages to different audiences, and deliver memorable presentations using storytelling
• Practical experience managing projects end-to-end (planning, coordinating resources, tracking progress, and delivering outcomes)
• Ability to analyze raw data and KPIs to extract actionable insights and inform decisions

Preferred Experiences and Skills

• Experience creating or modifying operational workflows to improve efficiency or outcomes
• Ability to build strong client relationships and act as a trusted advisor to influence strategy and adoption
• Prior experience in the insurance industry (P&C or relevant lines)
• At least 3 years of proven experience managing accounts at a SaaS company
• Experience leading end-to-end software implementations in a SaaS environment (requirements, configuration, testing, training, go-live, and post-launch support)
• Demonstrated ability to manage several client accounts at once, prioritizing workload and delivering consistently across them
• Experience partnering closely with Delivery teams and Data Science—coordinating deliverables and driving outcomes jointly

#LI-MG1

#LI-REMOTE

 

To support our permanent, full time employees at every stage of their careers and lives, we provide a competitive total rewards and benefits package. Here are the global benefits we’d like to highlight:

• Flexible remote and hybrid working options
• Competitive Salary and a variable component tied to personal and company performance
• Company equity
• Multiple Learning and Development opportunities, including Focus Fridays, a half-day each month to focus on learning and personal growth
• Generous PTO and paid holidays
• Mental health benefits 
• 2 MAD Days per year (Make A Difference Days for paid volunteering)

Additional benefits may be offered by country - ask your recruiter for more information. Intern and Apprentice position are eligible for some of these benefits - ask your recruiter for more details.

At Shift we strive to be a diverse and inclusive workforce. We welcome applications from and hire people who will contribute to the diversity of our company, without regard to race, color, religion, marital status, age, national or ethnic origin, physical or mental disability, medical condition, pregnancy, genetic information, gender identity or expression, sexual orientation, or other non-merit criteria.

Shift Technology is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and employment process. Should you require accommodation, please email accommodation@shift-technology.com and we will work with you to meet your accessibility needs.

Please be aware of scammers and only trust correspondence that comes from emails ending in "shift-technology.com". We will never do initial outreach to you via Whatsapp/Text/SMS, never ask for banking information or personal identification numbers (ex. Social Security Number) as part of our recruitment process.

Shift Technology does not accept unsolicited CVs from recruiters or employment agencies in response to the Shift Technology Careers page or a Shift Technology social media post. Any unsolicited CVs, including those submitted directly to hiring managers, are deemed to be the property of Shift Technology.