Customer Success Manager

Job description

About Converge Converge fuses cyber insurance 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 carrier-partner relationships 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, acting as a trusted advisor and strategic liaison. Understand carrier-partner needs, challenges, and integration requirements, ensuring alignment across product, underwriting, engineering, and operations. Ensure carrier-partner satisfaction and promote long-term engagement and expansion opportunities. Onboarding & Platform Adoption Coordinate onboarding of carrier-partner 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 carrier-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, and support escalations. Facilitate communication and integration activity with external broker and technology partners. Project & Execution Support Manage meeting schedules, workstream alignment, and milestone tracking for carrier-partner onboarding and expansion, and keep requests aligned with agreed commitments. 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 Provide feedback to product and engineering teams on platform improvements and market needs. Support long-term capacity relationship strategy and operational readiness. Global & Australian Market Knowledge This role supports carrier-partner relationships outside the U.S., market knowledge is a core requirement. Required Global insurance experience, with exposure to multiple markets or jurisdictions and an understanding of how regulation, distribution, and products differ between them. Australian insurance market experience, preferably in commercial and specialty lines. Working knowledge of Australian broker distribution, licensing, and the regulatory environment. Ability to translate local market and regulatory requirements into clear inputs for product, underwriting, and engineering teams. Preferred Australian cyber insurance experience (underwriting, product, broking, claims, or program management). Digital distribution experience Working Hours & Location Remote role. U.S. West Coast (Pacific Time) working hours preferred. Occasional Australian business-hours availability is required for client meetings. 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. 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: $140,000-$170,000 (commensurate with experience and location). Total Compensation Context: This role may be eligible for annual performance bonuses and equity participation. 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.