Senior Director, Customer Success

Tarmika is an insurtech company under Applied Systems, Inc., a worldwide leader in insurance technology. We are currently searching for a Senior Director, Customer Success who will develop a strategy for improving adoption of the platform and manage customer churn. The Senior Director, Customer Success will own the customer’s lifecycle and customer’s satisfaction, ensuring maximum value throughout onboarding, training and support, customer management, renewals, cross sell, expansion, and advocacy.

To be successful in this role, you will be a proven leader with a track record of scaling SaaS customer success organizations. You will lead a strong, knowledgeable, and proactive customer-facing team, as well as drive a results-oriented culture and architect, execute, and continuously improve operational plans and processes.

What You’ll Do

• Expand revenue and coach CSM’s to actively identify upsell and cross sell opportunities
• Drive new business growth and establish loyalty, advocacy and referral program(s) in coordination with marketing and business development
• Hire, mentor and direct our customer's post-sales team of Customer Success Managers (CSM’s) and Director of Customer Success
• Measure, analyze and improve the effectiveness of Customer Success Managers in coordination with the Director of Customer Success; track and optimize key metrics including Time to Value, POC velocity, account configuration pace, etc.
• Partner with sales leaders and account executives and offer account insight to build pipeline volume and accelerate expansion velocity
• Create and deploy optimal customer lifecycles, establish best practice playbooks and business review process.
• Optimize effectiveness leveraging data and technology to proactively measure, monitor and predict customer behavior.
• Have ultimate ownership of Customer Success Manager's outcomes including adoption, health score, retention revenue, renewal rate, expansion revenue, churn rate and advocacy
• Establish a scalable segmentation strategy; build interventions for each key moment in the journey and identify areas for continuous improvement.

What You’ll Need To Succeed

We’re looking for someone who:

• Can work remotely or from an Applied Systems office
• Can travel to our Boston office at least once per month

Your experience should include some or all of the following:

• Executive-level experience in a B2B customer success role with a fast-paced SaaS organization. SaaS experience is essential
• Proven record of driving adoption and growth of the install base
• Successful track record of managing Success teams
• 7+ years of experience leading teams in customer-facing capacity (e.g. Account Management, Client Success, Sales)
• Hands-on experience using success tools (e.g., Salesforce, HubSpot)

Additionally, you may have:

• A background in insurance
• Data visualization experience

What You’ll Gain

Benefits from Day One

• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match
• Health insurance plans, dental, and vision

Work-Life Balance

• Paid holidays
• Volunteer time off
• Flex Time
• Personal/sick time
• Competitive paid vacation time and a free day for your birthday
• Paid parental leave (U.S. candidates)

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

For more than 35 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.

We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.

It’s an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what’s possible.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.