Customer Success Manager

Job Title: Customer Success Manager

Department: G&A

Reports To: Head of Product

Location: Remote

Job Type: Full Time

FLSA Status: Exempt

About Converge

Converge fuses cyber insurance security and technology to provide businesses with clear, confident cyber protection. Deploying a proprietary data ecosystem underpinned by expert underwriting, it provides risk solutions that deliver high value strategies with improved outcomes. Our team is composed of top-tier professionals across underwriting, technology, and claims who share a passion for driving the future of cyber risk management.

Position Overview

The Customer Success / Carrier Relationship Manager will own strategic capacity partner relationship to ensure successful onboarding, engagement, platform adoption, and operational execution. This role will serve as the primary point of contact between Converge and carrier stakeholders including underwriting, actuarial, claims, engineering, and distribution teams, ensuring seamless communication, coordination, and issue resolution.

This individual will play a critical role in supporting partner integration, training, and expansion initiatives, and will help drive platform growth across current and future carrier relationships as Converge scales globally.

Key Responsibilities

Carrier & Partner Relationship Ownership

• Serve as the primary relationship manager for our current and future carrier partners, act as a trusted advisor and strategic liaison.

• Understand partner needs, challenges, and integration requirements, ensuring alignment across product, underwriting, engineering, and operations.

• Ensure partner satisfaction and promote long-term engagement and expansion opportunities.

• Onboarding & Platform Adoption

• Coordinate onboarding of carrier teams across underwriting, actuarial, distribution, and operational functions.

• Lead training on Converge platform capabilities and workflow processes.

• Create and maintain enablement materials, training documentation, and partner resources.

Cross-Functional Coordination

• Partner with underwriting, engineering, actuarial, distribution, support, and compliance to address needs, prioritize issues, and support feature development.

• Coordinate platform releases, enhancements, capacity planning discussions, and support escalations.

• Facilitate communication and integration activity with external broker partners where relevant.

Project & Execution Support

• Manage meeting schedules, workstream alignment, and milestone tracking for carrier onboarding and expansion.

• Support data, reporting, and analytics needs for carrier performance, program metrics, and capacity planning.

• Assist in discussions and readiness for new product launches and international expansion.

Strategic Impact & Growth

• Identify opportunities to enhance engagement and expand partnerships domestically and globally.

• Provide feedback to product and engineering teams on platform improvements and market needs.

• Support long-term capacity relationship strategy and operational readiness.

Qualifications & Experience

Required

• 5+ years experience in insurance (preferably cyber, specialty, or commercial P&C).

• Experience working with underwriting, distribution, broker relations, or carrier program operations.

• Demonstrated success in relationship-driven, customer-facing roles.

• Excellent communication, stakeholder management, problem-solving, and organizational skills.

• Ability to operate in a highly dynamic, fast-moving environment with competing priorities.

• Strong business judgment, professionalism, and executive-level presence.

Preferred

• Experience in customer success, program management, or carrier relationship management.

• Exposure to InsurTech, digital underwriting, technology platforms, or automation workflows.

• Background in cyber underwriting or digital production underwriting.

• Ability to interface across technical and non-technical audiences.

Education

• Bachelor’s degree.

Why Join Us

• High-growth environment with meaningful opportunities for impact.

• Ability to shape and scale a core strategic function from day one.

• Exposure to senior leadership and carrier executives.

• Competitive compensation, bonus, and equity program.

• Mission-driven culture grounded in servant ownership, collaboration, expertise, and accountability.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

• Ability to lift up to 15 pounds occasionally.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Compensation & Benefits

• Competitive Compensation (Salary + Bonus + Equity)

• Benefits Overview: Converge provides comprehensive health benefits (medical, dental, vision), a 401(k) plan with employer contribution, and flexible paid time off (PTO).

EEO Statement

Converge Insurance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, gender identity, or sexual orientation), national origin, age, disability, veteran status, or any other legally protected characteristic.