Customer Success Manager (Data & Integrations)

Employment Type: Full-time, Independent Contractor

Work Model: Remote

Work Hours: US Mountain Standard Time (MST) alignment

Reports To: Executive Leadership

Works Alongside: Customer Success Director (Director owns overall account relationship; this role owns the data scope)

Role Overview

We are seeking a proactive, client-facing Customer Success Manager to act as the dedicated relationship owner for all data-related operations across an assigned portfolio of client accounts. In this role, your mandate is scoped specifically to the data ecosystem—owning onboarding data migrations, resolving integration friction, and helping clients interpret and act on platform insights.

Working hand-in-hand with the Customer Success Director (who manages overall account health and contract growth), you will independently lead live client-facing video meetings, quarterly reviews, and technical walkthroughs. This is a high-visibility, consultative relationship seat—not a back-office ticketing role—requiring exceptional spoken English, strong executive presence, and deep comfort navigating data logic.

Key Responsibilities

1. Data Relationship & Client Meeting Ownership

Client Interface: Serve as the primary point of contact across your assigned client portfolio for all data-related inquiries, reporting structures, and integration workflows.
Meeting Leadership: Independently lead client-facing video meetings during standard US business hours—including onboarding data reviews, technical QBRs, and ad-hoc troubleshooting calls.
Value Demonstration: Support contract renewal and expansion opportunities by helping client stakeholders understand, quantify, and maximize the business value derived from their data inside the platform.

2. Data Onboarding & Integration Management

Migration Governance: Manage end-to-end data onboarding and migration pipelines for new client accounts, ensuring data mapping accuracy and on-time milestone delivery.
Issue Triage & Resolution: Investigate, diagnose, and resolve client-reported data inconsistencies or integration bugs, escalating to internal engineering/data teams when necessary while retaining full communication ownership with the client.
Configuration Documentation: Maintain detailed, clean documentation of client-specific data mappings, custom configurations, and known system nuances.

3. Account Health & Strategic Reporting

Proactive Account Monitoring: Continuously monitor client platform usage, health metrics, and data engagement, proactively identifying and mitigating churn risks before they escalate.
Internal Alignment: Provide clear, routine status reports to internal leadership regarding account health, open integration tickets, and overall client sentiment.

Required Skills & Qualifications

Professional Experience: 3+ years of experience in a Customer Success, Account Management, or client-facing Technical Support role within B2B SaaS or technology environments.
Data Literacy: Demonstrated comfort working with structured data, custom reports, data mappings, and integration logic without relying on pre-scripted support guides.
Client-Facing Communication: Native or near-native English fluency (C1/C2) with proven ability to run executive client meetings, technical walkthroughs, and presentations independently on camera.
Operating Mindset: Strong written communication skills for clean async documentation, client updates, and cross-functional engineering handoffs.
Schedule Alignment: Full availability to work core US business hours with zero time-zone gaps.

Preferred Qualifications

Prior experience utilizing Customer Success or support platforms (e.g., Gainsight, ChurnZero, HubSpot, Zendesk, Salesforce).
Background or industry exposure to Insurance, InsurTech, or complex B2B SaaS platforms.
Basic familiarity with data manipulation tools, reporting suites, or light SQL.

Success Metrics (KPIs)

Portfolio CSAT & NPS: Maintaining high client satisfaction and trust scores across managed accounts.
Issue Resolution Velocity: Minimizing time-to-resolution on data, mapping, and integration issues.
Onboarding Milestone Adherence: Delivering client data migrations accurately and on schedule.
Net Revenue Retention: Driving high account retention and renewal rates across your portfolio.

Customer Success Manager (Data) - 20794