Strategic Customer Success Manager (Insurance Carriers)
Wisedocs AI
Benefits
- Health Insurance
- Dental Coverage
- Paid Time Off
- Paid Sick Days
Perks
- Remote work
- Stock options
- Company events
Skills
About the Role
Strategic Customer Success Manager (Insurance Carriers)
Wisedocsis a fast-growing, venture-backed AIplatform that transformshow insurance companies analyze claims. With ~$20M USD raised, 100+ team members globally, and 90+ customers across North America and Australia,we’redoubling revenue year over year.
Founded by expertswho’veexperienced the claims process firsthand,Wisedocscombines deep domain knowledge with next-gen AI trained on 100M+ documents. Our platform turns complex medical records into clear, structured insights—backed by expert human oversight.
Join a mission-driven team building intelligent products that cut through complexity, accelerate decision-making, and make a real impact when it matters most.
This is a remote role with twice-yearly on-site presence required in Downtown Toronto.
Role Summary
Wisedocsis expanding our partnerships with large insurance carriers, and this role plays a critical part in that growth. Our largest customersoperatecomplex, high-volume claims environments that require thoughtful relationship management, deep operational understanding, and proactive leadership. As our first Strategic Customer Success Manager focused on insurance carriers, you will help define how we support enterprise customers, navigate complexity, and deliver long-term value.
The Strategic Customer Success Manager (Strategic CSM)is responsible forthe success, retention, and renewal ofWisedocs’ largest and most complex insurance carrier customers. This role partners closely with claims operations, medical management, and leadership teams to ensureWisedocsis deeply embedded into core claims workflows.
This is a highly senior, strategic role requiring deep insurance andclaimsoperations understanding, strong executive presence, and the ability to lead complex, multi-stakeholder accounts through change, risk, and renewal.
Whatyou'llbe doing:
- Strategic Partnership & Customer Leadership:Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction. Lead strategic check-ins, business reviews, and planning conversations that alignWisedocsto customer operational goals. Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders.
- Renewal Ownership:Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning. Proactivelyidentifyvalue gaps orrisks wellahead of renewal timelines. Prepare executive-level business impact summaries,usageinsights, and alignment materials. You will approach renewals as a continuation of partnership, grounded indemonstratedvalue, operational outcomes, and trust.
- Risk Management & Escalation Handling:Identifyearly health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends. Respond quickly and empathetically to escalations, providing clear timelines and follow-up. Partner cross functionally to drive resolution. Maintain structured documentation of issues, root causes, and action plans.
- Cross-Functional Leadership:Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support. Work within a pod structure to ensure coordinated support for large carriers. Surface patterns from customer files andbehavioursto inform product roadmap discussions. Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success motion.
What Impact You Will Make
- Strengthen relationships withWisedocs’ largest insurance carriers through proactive engagement, thoughtful business reviews, and consistent follow-through
- Drive retention and renewal outcomes by helping customers clearly understand and realize value within theirclaimsworkflows
- Reduce operational friction and escalations through early risk identification and structured intervention
- Influence product direction by bringing forward clear, customer-informed insights from complex carrier environments
What Experience We Need
- 10+ years managing enterprise customers in SaaS.
- Strong understanding of insurance and claims operations, including complex, regulated customer workflows
- Demonstrated experience owning and leading enterprise renewals
- High technical aptitude and ability to quickly understand and explain technical concepts to diverse audiences
- Proven ability to lead complex accounts independently while collaborating effectively cross-functionally
- Exceptional organizational discipline, executive communication, and presentation skills
- Strategic, proactive problem-solver whoidentifiesrisk early and drives solutions forward
- Comfortable operating in fast-paced, evolving environments
WhatWeOffer
- Remote work environment
- Modern employee benefits, including health and dental coverage
- Competitive compensation, with valuable stock options, aswe’restill a young company growing very quickly.
- An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and when you thrive there, you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.
- Access to a learning and professional development fund to help you level up your career whileyou'reworking with us. We hope to be an incredible step up in your career if you decide to come and work with us.
- Company events
- Generous Paid Time Off
- Paid Sick Days
- Casual Dress code
- Employee Referral Bonus
- Tuition Assistance
- Plus, many other Recognition Programs!
Recruitment Journey atWisedocs
We'reexcited to meet you and explore the possibilities together!AtWisedocs, honesty is one of our core values. Our Recruitment process is transparent to ensure you are set up for success:
- Round 1– People & Culture Chat: 20–30 min conversation about your background, goals, and the role
- Between Rounds 1 & 2 – Take-Home Exercise: If you move forward, our People & Culture team will send you a take-home case study to prepare in advance of your next interview
- Round 2– Interview withthe Director of Customer Success:You’ll present your prepared take-home case study and discuss your approach, thought process, and recommendations (1 hr)
- Round 3–Interview with the SVP of Customer Success: Deep dive into your experience and problem-solving approach (45 mins)
- Round 4 - Leadership Conversation: Meet our COO to learn about their vision and your impact (30 min)
Note:We use AI-powered tools alongside human review to support a fair, inclusive, and efficient hiring process, helping us work smarter and create better experiences for our customers and team.
Thispostingis forcurrent and future opportunitiesatWisedocs.Even if thereisn’tan immediate opening,we’realways excited to meet great people. If your experience lines up, we encourage you to apply —we’llreach out when a roleopensthat’sa good fit.
*WisedocsAI is an equal opportunity employer andarecommitted to providing employment accommodationin accordance withAODA. If you requirean accommodation, pleasenotify usand we will work with you to meet your needs.
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