YOUR ROLE

• Customer Success teams are absolutely key to Shift’s future success as they engage our clients to drive adoption and demonstrate ongoing value.
• This critical function is responsible for onboarding new clients by engaging executives (Claims Director, Head of Fraud, CIO, etc.) in the launch of our solutions, establishing success criteria, driving ongoing adoption, and managing renewals.
• You will work with the rest of the Shift organization to uncover new ways to integrate Shift solutions into client processes and to help improve our products.
• As a Customer Success Manager, you will be responsible for working closely with various internal and external teams. You will focus on helping our clients' Anti-Fraud, Claims and Underwriting departments with advice and guidance, and on ensuring our solutions are successfully implemented to deliver value.

YOUR RESPONSIBILITIES

• Lead and coordinate successful rollouts of Shift solutions, including preparing and sharing launch materials, creating or adapting workflows, generating rollout ideas, training end users, and attending launch events (virtual or in person)
• Coordinate resources across Shift (subject-matter experts, technical support, engineering, etc.) to resolve client issues and meet delivery commitments
• Assess clients’ Anti-Fraud, Claims and Underwriting management strategies and recommend ways Shift products can improve outcomes through increased adoption or configuration changes
• Provide performance updates to project teams and executive-level client leaders (regular business reviews or summaries) focused on adoption trends, business impact, risk areas, and next steps for deeper engagement
• Drive client retention and growth by proactively understanding client goals, measuring success, and recommending solutions that increase value and renewals
• Act as the voice of the customer by collecting feedback on the customer experience, and product functionality, and communicating prioritized insights to Shift leadership teams
• Identify and cultivate client advocacy opportunities (testimonials, case studies, references, speaking opportunities) and manage the process to secure them

YOU'VE GOT WHAT IT TAKES IF YOU HAVE

• Minimum 4 years of experience in insurance fraud detection and at least 2 years of experience leading teams or projects/initiatives.
• Demonstrated experience leading client meetings with participants ranging from front-line staff to Vice Presidents or other senior leaders
• Experience demoing solutions, collaborating with external partners, contributing ideas to improve existing products, and proposing new solution concepts; familiarity with current P&C insurance trends
• Excellent oral, written, and non-verbal communication skills; ability to simplify complex topics, tailor messages to different audiences, and deliver memorable presentations using storytelling
• Practical experience managing projects end-to-end (planning, coordinating resources, tracking progress, and delivering outcomes)
• Ability to analyze raw data and KPIs to extract actionable insights and inform decisions

PREFERRED EXPERIENCES AND SKILLS

• Experience creating or modifying operational workflows to improve efficiency or outcomes
• Ability to build strong client relationships and act as a trusted advisor to influence strategy and adoption
• Prior experience in the insurance industry (P&C or relevant lines)
• At least 3 years of proven experience managing accounts at a SaaS company
• Experience leading end-to-end software implementations in a SaaS environment (requirements, configuration, testing, training, go-live, and post-launch support)
• Demonstrated ability to manage several client accounts at once, prioritizing workload and delivering consistently across them
• Experience partnering closely with Delivery teams and Data Science—coordinating deliverables and driving outcomes jointly

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