Director, Customer Success

Job Overview

Ivans, a division of Applied Systems, is currently searching for a Director, Agency Customer Success to develop a strategy for improving adoption of our products while proactively anticipating and managing against customer churn. This individual will create and own the customer lifecycle and customer satisfaction, ensuring maximum value and adoption is unlocked post-sale.   

 

What You’ll Do

• Hire, mentor and direct our team of Agency Customer Success Managers (CSM)
• Ultimate ownership of Customer Success Manager’s outcomes including adoption, health score, retention revenue, renewal rate, expansion revenue, churn rate and advocacy
• Expand revenue and coach CSMs to actively identify upsell and cross-sell opportunities
• Partner with sales leaders and account executives and offer account insight to build pipeline volume and accelerate expansion velocity
• Drive new business growth and establish loyalty, advocacy and positive NPSin coordination with marketing, sales, and others ad hoc
• Measure, analyze and improve the effectiveness of Customer Success Managers; track and optimize key metrics including customer retention/churn rates, customer NPS, net revenue retention, and net revenue retention
• Represent the Voice of the Customer (VoC) internally to all appropriate parties (Ivans leadership, Product, Sales, etc)
• Establish a scalable segmentation strategy; build interventions for each key moment in the journey and identify areas for continuous improvement
• Optimize effectiveness leveraging data and technology to proactively measure, monitor and predict Customer behavior

 

What You’ll Need to SucceedWe’re looking for someone who:

• Can work remotely or from an Applied Systems office

Your experience should include some or all of the following:

• 7+ years of experience leading teams in customer-facing capacity (e.g. Account Management, Client Success, Sales)
• Successful track record of managing customer-facing teams
• Proven record of driving adoption and growth of the installed base
• Hands-on experience using success tools (e.g. Salesforce, HubSpot)
• Bachelor’s degree or equivalent work experience in the areas of Marketing, Sales, or Business
• We proudly support and encourage people with military experience, as well as military spouses, to apply 

Additionally, you may have:

• Insurance experience
• Data visualization experience

 

What You’ll Gain

• Benefits from Day One
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match
• Work-Life Balance
• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off
• Empowering Career Growth and Success – We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.

What We Value

 

We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance – safeguarding and protecting what matters most in people’s lives. And there is no more important job than that.

Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.

 

Who We Are

 

Applied Systems is the leading global provider of cloud-based software that powers the business of insurance. Recognized as a pioneer in insurance automation and the innovation leader, Applied is the world’s largest agency and brokerage management systems provider, serving customers throughout the United States, Canada, the Republic of Ireland, and the United Kingdom. By automating the insurance lifecycle, Applied’s people and products enable millions of people worldwide to safeguard and protect what matters most.

 

For 40 years, Applied Systems has led an industry we helped to create with a mission to continuously improve the business of insurance. From partnerships, acquisitions, and insurance innovation initiatives, Appli