Expert Customer Success Manager

Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized  as a repeat winner of various industry  awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the word is exceptional -- and we’ve created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as  a business unit of Roper Technologies (Nasdaq:  ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.  

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

Responsibilities

Job Summary:

• The Expert Customer Success Manager handles high-value or complex customer accounts, providing strategic guidance and solutions to enhance customer success. This role requires strong customer facing and leadership skills and the ability to create tailored strategies to improve customer outcomes.

Account Ownership & Lifecycle Management:

• Manage high-value or complex customer accounts, creating tailored success plans aligned to business goals.
• Drive strategic engagements, renewal planning, and account expansion.

Cross-Functional Collaboration:

• Lead collaboration across Sales, Marketing, Product, Professional Services, and Support for high-impact accounts.
• Contribute to cross-functional planning for product adoption, account strategy, and customer communications.

Customer Advocacy & Retention:

• Proactively manage customer health and retention by identifying emerging risks, influencing renewal strategy, and driving corrective action.
• Serve as a strong customer advocate and trusted advisor, translating customer needs into clear internal priorities while guiding customers toward measurable value realization.

Process Improvement & Data Use:

• Leverage customer data and health indicators to proactively manage engagement and retention, translating insights into actionable improvements to customer success processes.

Strategic Customer Engagement:

• Plan and execute strategic engagement cadences across assigned accounts, adjusting frequency and format based on customer lifecycle stage and health signals.

Stakeholder Alignment:

• Engages independently with internal and external parties to support customer needs.
• Coordinates multi‑party communication and ensures clear understanding of customer's requirements, and ensures alignment between internal teams and external stakeholders.
• Manages complex interactions with minimal guidance and resolves routine cross‑organizational blockers to maintain smooth customer execution.

Industry Acumen & Product Expertise:

• Maintains solid working knowledge of customer industry trends, typical use cases, and product capabilities relevant to assigned accounts.
• Applies this understanding to support day‑to‑day customer interactions, identify basic risks/opportunities, and contextualize customer questions or requirements.

Technical Competencies:

• Microsoft 365: Expertise in Microsoft 365; demonstrated ability to build executive‑ready deliverables, design account planning templates in Excel, and leverage Teams/SharePoint to orchestrate multi‑stakeholder collaboration across internal and customer organizations.
• Salesforce: Expert-level Salesforce proficiency including the ability to build custom reports and dashboards, interpret pipeline and renewal data, manage opportunity tracking, and leverage CRM insights to inform proactive customer engagement strategies.
• Power BI: Proficient use of Power BI to analyze customer utilization, engagement, and health trends. Ability to translate data insights into clear, actionable recommendations for internal teams and customer discussions.
• Clari: Expert-level Clari proficiency; demonstrated ability to build and interpret custom forecast views, analyze historical accuracy trends, identify revenue risk patterns across accounts, and use Clari insights to drive strategic conversations in pipeline and renewal reviews.
• AI Tools (e.g., CoPilot): Demonstrates proficient and consistent use of AI tools to enhance customer account management, including synthesizing account, usage, and engagement data into actionable insights; improving the quality and efficiency of customer communications; and informing meeting preparation and renewal planning.
• Escalation Management: Proven experience managing escalations for complex customer accounts and leads internal coordination across Support, Product, and Engineering. Demonstrated ability to proactively identify when emerging technical issues may become production-impacting, initiate the appropriate escalation process, and maintain clear, confident communication with customer stakeholders throughout the incident lifecycle.
• Data-Driven Decision Making: Proficiency in analyzing customer data and making data‑driven decisions. Comfortable navigating data across various mediums and tools: retrieving information from multiple sources, interpreting trends, extracting actionable insights, and building structured action plans from those insights. Uses data to proactively identify risk, uncover opportunity, and substantiate strategic recommendations to both customers and internal stakeholders.
• Communication: Advanced communication skills with a proven ability to manage complex customer expectations and deliver difficult feedback with clarity, empathy, and confidence. Demonstrated experience handling challenging customer situations including misaligned expectations, dissatisfaction, and escalated concerns and can articulate specific examples of driving those interactions to constructive resolution while preserving the customer relationship.

Qualifications

• Typically requires 6+ years of experience in customer success or account management OR 6+ years experience in roles in management consulting, technical account management or enterprise software sales.
• Experience in the software or financial services industries preferred.
• Detail‑oriented with strong time‑management and multi‑tasking skills.
• Proven track record of achieving targets and goals, preferably in a Customer Success, Account Management, Client Services, or Sales setting.
• Ability to create and deliver presentations with compelling messages to technology and business audiences; you are a natural, credible technology evangelist with experience in translating that passion into business impact for customers.
• Microsoft 365: Expertise in Microsoft 365; demonstrated ability to build executive‑ready deliverables, design account planning templates in Excel, and leverage Teams/SharePoint to orchestrate multi‑stakeholder collaboration across internal and customer organizations.
• Salesforce: Expert-level Salesforce proficiency including the ability to build custom reports and dashboards, interpret pipeline and renewal data, manage opportunity tracking, and leverage CRM insights to inform proactive customer engagement strategies.
• Power BI: Proficient use of Power BI to analyze customer utilization, engagement, and health trends. Ability to translate data insights into clear, actionable recommendations for internal teams and customer discussions.
• Clari: Expert-level Clari proficiency; demonstrated ability to build and interpret custom forecast views, analyze historical accuracy trends, identify revenue risk patterns across accounts, and use Clari insights to drive strategic conversations in pipeline and renewal reviews.
• AI Tools (e.g., CoPilot): Demonstrates proficient and consistent use of AI tools to enhance customer account management, including synthesizing account, usage, and engagement data into actionable insights; improving the quality and efficiency of customer communications; and informing meeting preparation and renewal planning.
• Escalation Management: Proven experience managing escalations for complex customer accounts and leads internal coordination across Support, Product, and Engineering. Demonstrated ability to proactively identify when emerging technical issues may become production-impacting, initiate the appropriate escalation process, and maintain clear, confident communication with customer stakeholders throughout the incident lifecycle.
• Data-Driven Decision Making: Proficiency in analyzing customer data and making data‑driven decisions. Comfortable navigating data across various mediums and tools: retrieving information from multiple sources, interpreting trends, extracting actionable insights, and building structured action plans from those insights. Uses data to proactively identify risk, uncover opportunity, and substantiate strategic recommendations to both customers and internal stakeholders.
• Communication: Advanced communication skills with a proven ability to manage complex customer expectations and deliver difficult feedback with clarity, empathy, and confidence. Demonstrated experience handling challenging customer situations including misaligned expectations, dissatisfaction, and escalated concerns and can articulate specific examples of driving those interactions to constructive resolution while preserving the customer relationship.
• Solution Expertise (This is either/or): Has solid familiarity with enterprise software and/or hands‑on experience with software development or delivery processes. OR Demonstrates strong understanding of the life insurance, annuity, or financial services industry and how customers operate within it.  Uses this technical and industry expertise to guide customer discussions, anticipate implementation considerations, and ensure product alignment with customer business models.
• Detail‑oriented with strong time‑management and multi‑tasking skills.Strong proven work ethic (this is not a 9–5 job).
• Ability to create and deliver presentations with compelling messages to technology and business audiences; you are a natural, credible technology evangelist with experience in translating that passion into business impact for customers.
• Proven track record of achieving targets and goals, preferably in a Customer Success, Account Management, Client Services, or Sales setting.
• Proficient in working with product, sales, and operations teams to meet customer needs.

Benefits

We offer a competitive compensation and benefits package, opportunities for career growth, an employee stock purchase plan, 401(k), generous time off and flexible work/life balance, company-matched retirement packages, an employee wellness program, and an awards and recognition program – all in a creative, fast-growing, and innovative company.