Sr. Customer Success Manager

Job Description

Amazing Career Moments Happen Here  

 

Transforming the insurance industry is ambitious, we know. That’s why at EZLynx, a division of Applied, we are committed to transforming every facet of agency life by providing the most innovative solutions to improve how independent insurance agents work every day. We are the Real-Time Rating pioneers in our industry, and we are looking for out-of-the-box thinkers and innovative solution seekers to join our team. 

  

Position Overview  

 

We’re searching for a Senior Customer Success Manager to join our Customer Success team in a hybrid role out of our Lewisville, TX OR Chicago, IL office. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.     

  

What You’ll Do

• Own a portfolio of complex, high‑impact customers and multi‑stakeholder networks with clear success and risk plans 
• Lead executive‑level QBRs (or async equivalents) with a clear point of view 
• Diagnose adoption maturity and prescribe prioritized, outcome‑driven actions 
• Drive sustained product adoption tied to customer business outcomes 
• Proactively manage renewal risk by executing a documented risk plan that moves Yellow/Red accounts to Green
• Leverage data and AI to surface trends, risks, and opportunities 
• Validate insights and tailor recommendations to customer context 
• Raise the quality and clarity of customer narratives and documentation 
• Lead cross‑functional resolution for complex issues, setting the plan and holding owners accountable through closure
• Influence Product and CX priorities using portfolio trends (adoption blockers, risk themes, and repeatable wins) 
• Model best practices and informally mentor peers by sharing patterns, talk tracks, and high-quality examples
• Adoption and portfolio health improve across complex accounts (measured by usage/feature adoption targets and health score trends)
• Renewal risk is surfaced early and reduced (documented risk plans in place well ahead of renewal-critical windows)
• Executive success conversations drive decisions and action (QBR/async outputs include priorities, owners, timelines, and success criteria)
• Executive credibility is maintained (measured by stakeholder engagement, follow‑through on commitments, and customer feedback when available) 
• Fewer late-stage surprises (escalations are proactively managed and communicated before they become urgent or renewal-threatening)

 

We’re Excited to Learn More About You  

 

Your experience may include:

• 5+ years of Customer Success with enterprise customer management in a SaaS environment
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients.
• Proven success managing complex, multi‑stakeholder accounts 
• Ability to prioritize, multi-task, and perform effectively under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 25%)
• Bachelor’s degree or equivalent experience

You may have other skills or credentials, including:

 

• Salesforce, Power BI, Excel (or similar) 
• Strong comfort with AI‑assisted analysis and drafting 
• Insurance industry and agency network experience (preferred) 

 

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!  

  

When You Join Team EZLynx, You Can Expect:  

 

A culture that values who you are and recognizes that you aren’t just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.  

 

We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them. At EZLynx, we are not only committed