Senior Customer Success Manager

As a Senior Customer Success Manager (CSM), you'll play a critical role in driving the success of our insurer and provider partners. This is not your typical CSM job—you’ll own strategic relationships with C-level executives, lead cross-functional delivery, and act as the voice of the customer internally. You’ll thrive in a fast-moving environment, proactively shape the customer journey, and ensure Curacel’s technology delivers measurable business impact.

Key Responsibilities

• Customer Relationship Management: Serve as the primary point of contact for strategic clients, building trust and guiding them throughout the post-sales lifecycle—from onboarding to expansion.
• Value Realization: Help clients achieve clear business outcomes using Curacel’s solutions (Health, Auto, Pay, Grow), tracking ROI and advocating for impactful use cases.
• Strategic Account Growth: Identify upsell and cross-sell opportunities, partner with sales, and support renewals by demonstrating continuous value.
• Product Feedback Loop: Act as the voice of the customer—capturing feedback and collaborating with Product and Engineering to refine features, fix bugs, and prioritize roadmap items.
• Cross-Functional Leadership: Work closely with Implementation, Support, and Sales to deliver seamless customer experiences and resolve issues proactively.
• Data-Driven Management: Analyze usage patterns, health scores, and KPIs to detect early risks and deliver personalized engagement strategies.
• Team Mentorship: Share best practices, support junior team members, and help scale Customer Success playbooks and processes.

What We’re Looking For

• 5+ years in Customer Success, Account Management, or Consulting in a B2B SaaS or technology-driven environment.
• Proven track record of managing enterprise or mid-market clients, preferably in financial services, healthcare, or insurance.
• Strong understanding of customer lifecycle management, value delivery, and technical product engagement.
• Tech-savvy: comfortable using platforms like HubSpot, Intercom, Slack, Notion, and analytics dashboards; bonus points for API or claims process familiarity.
• Excellent communication, presentation, and stakeholder management skills—you know how to speak to both operational leads and executives.
• Highly organized, proactive, and able to thrive in ambiguity and rapid change.
• Experience working with African insurers or in emerging markets is a strong plus.