Customer Success Manager - P&C Claims

Shift Technology

Shift delivers AI agents that transform insurers' most critical work. By combining deep industry expertise and unmatched data resources, Shift provides proven results that have earned the trust of hundreds of the world's leading insurers. Our insurance-grade AI is accurate, explainable, and secure—empowering human experts to move with unmatched speed, total confidence, and a renewed focus on the people they serve.        Your browser does not support the video tag. Our culture is built on innovation, trust, and a drive to transform the insurance industry through our SaaS platform. We come from more than 50 different countries and cultures and together we are creating the future of insurance. Learn more at www.shift-technology.com   THE KEY ACCOUNT EXECUTIVE TEAM AT SHIFT ACTS AS THE STRATEGIC BRIDGE BETWEEN COMPLEX INSURANCE CHALLENGES AND OUR AI-DRIVEN SOLUTIONS, FOCUSING ON BUILDING LONG-TERM PARTNERSHIPS WITH NATIONAL CARRIERS. OUR ACCOUNT EXECUTIVES ARE HIGH-LEVEL CONSULTANTS WHO NAVIGATE MULTI-STAKEHOLDER ENVIRONMENTS TO DELIVER MEASURABLE VALUE TO C-SUITE EXECUTIVES. DRIVEN BY SHIFT’S HIGH-IMPACT BEHAVIORS, THE TEAM PRIORITIZES DATA-DRIVEN DECISION-MAKING AND SEAMLESS CROSS-FUNCTIONAL COLLABORATION TO TRANSFORM THE WAY THE INSURANCE INDUSTRY OPERATES.  ROLE OVERVIEW We are looking for a strategic Key Account Executive to own and grow relationships with large (Tier1) national insurance carriers. You will operate at the C-suite level, guiding complex multi-stakeholder sales cycles from prospecting through close, while acting as a trusted advisor throughout the customer lifecycle. This is a high-visibility, high-impact role for someone who blends executive presence with a genuine consultative approach. KEY RESPONSIBILITIES * Strategic Growth: Develop and execute strategic territory plans for Tier 1 national insurance companies, account management and driving expansion within existing accounts and new logo acquisition. * Relationship Management: Build and maintain senior executive relationships (VP, SVP, C-suite) across key stakeholders including Claims, SIU, IT, Operations, and Lines of Business. * Consultative Discovery: Lead a consultative discovery process to deeply understand clients' business challenges, priorities, and objectives—then connect those needs to our solution's value. * Full Sales Cycle Ownership: Own the full sales cycle: prospecting, qualification, multi-threaded stakeholder engagement, business case development, negotiation, and contract execution. * Cross-Functional Partnership: Partner cross-functionally with Solutions & Consulting, Customer Success, Data Science, Product, and Marketing to deliver a cohesive customer experience and resolve complex deal challenges. * Forecasting & CRM: Accurately forecast pipeline and manage CRM hygiene to deliver predictable revenue outcomes. * Market Insight: Serve as a market voice—relay client feedback and industry trends to inform product strategy and go-to-market messaging. QUALIFICATIONS * 10+ years of experience in quota bearing technology sales roles * 7+ years of experience being dedicated to a few Fortune 50 accounts in a B2B SaaS company * Extensive background in negotiations, deal strategy & construction * Excellent Presentation and Executive Engagement skills * Strong Drive for Results with a high standard of quality * Ability to develop a vision with a deep sense of Accountability * A growth mindset and an inquisitive learner * Highly adaptable, ability to work & collaborate in a fast paced environment * Knowledge of the Insurance / financial services industry is strongly preferred The range listed is for base compensation.  Your actual base salary will vary based on factors including location and individual qualifications objectively assessed during the interview process.  In addition to base salary, your total rewards package will include additional components such as incentive pay and benefits.  If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the specific details for this position. Base Salary Pay Range $180,000—$200,000 USD To support our permanent, full time employees at every stage of their careers and lives, we provide a competitive total rewards and benefits package. Here are the global benefits we’d like to highlight: * Flexible remote and hybrid working options * Competitive Salary and a variable component tied to personal and company performance * Multiple Learning and Development opportunities, including Focus Fridays, a half-day each month to focus on learning and personal growth * Generous PTO and paid holidays * Mental health benefits  * 2 MAD Days per year (Make A Difference Days for paid volunteering) Additional benefits may be offered by country, based on your eligibility - ask your recruiter for more information. Intern and Apprentice positions may receive some of these benefits - ask your recruiter for more details. AI tools are used to help review applications for this role. Read our AI in Recruitment Notice for what the AI considers, how to request a human review, and our most recent bias audit. At Shift we strive to be a diverse and inclusive workforce. We welcome applications from and hire people who will contribute to the diversity of our company, without regard to race, color, religion, marital status, age, national or ethnic origin, physical or mental disability, medical condition, pregnancy, genetic information, gender identity or expression, sexual orientation, or other non-merit criteria. Shift Technology is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and employment process. Should you require accommodation, please email accommodation@shift-technology.com and we will work with you to meet your accessibility needs. Please be aware of scammers and only trust correspondence that comes from emails ending in "shift-technology.com". We will never do initial outreach to you via Whatsapp/Text/SMS, never ask for banking information or personal identification numbers (ex. Social Security Number) as part of our recruitment process. Shift Technology does not accept unsolicited CVs from recruiters or employment agencies in response to the Shift Technology Careers page or a Shift Technology social media post. Any unsolicited CVs, including those submitted directly to hiring managers, are deemed to be the property of Shift Technology.

Crisalix

ABOUT THE ROLE: We are looking for a Customer Success Manager for the US Market BASED IN LATIN AMERICA (Working LATAM office Hours) and who will be working fully remotely, to help implement, educate and train our new and existing clients on all aspects of our SaaS platform and for them to get the most out of the features and tools it contains. Not only are you helping our clients to use and navigate our platform, But helping them to successfully integrate our platform into their daily processes within their practice/Clinic in a seamless way. * Provide mentorship and guidance through demonstrable knowledge of the Crisalix platform solutions by acting as a consultant to the client. * Develop a trusted advisor relationship with clients and a solid technical support for all product needs of the platform throughout the customer journey through e-mail, live chat, Skype, or telephone. * Encourage refresher training and training on new functionalities to ensure the client is getting the optimum use from the platform capabilities. * Constantly training on best practices. * Be willing to learn and hence have a deep understanding of the software perfectly and to know how to explain it to a client that might not be very tech savvy. * To adapt your speed of teaching to the understanding speed of the client. * Experienced at training people in the past on solutions using a tablet device. * Work closely with the company C-Suite to ensure CS company processes are followed intricately. * Been capable of identifying client concerns or possible additional commercial opportunities that could be addressed with the help of the sales team. * Ensure the client has access to all online learning resources * Customer retention management. * Information’s escalation and feedback from the users to the marketing and development team. OUR IDEAL CANDIDATE WOULD HAVE: * Have 5+ years of experience Tech support or/and Sales within a B2B SaaS or SW company. * Are tech savvy with a strong desire to build and support relationships and expand product use within a customer environment. * Fluent or Native in Spoken and written Spanish and English. * Possess excellent judgement with consultative, problem solving, and escalation resolution skills. * Be very customer support focused and have the ability and understanding on how to convey knowledge to clients with differing levels of existing technical knowledge. * Superior written and verbal communication skills; able to communicate clearly and in a compelling manner to audiences of various levels. * Strongly sales-oriented, hands-on personality with Customer Service orientation * An organised and enthusiastic attitude, with a keen eye for accuracy and detail WE ALSO VALUE VERY POSITIVELY: * Experience working in B2B and luxury/niche B2C companies/the aesthetic industry and or medical field would be a plus. * A Tech support or/and Sales background. * Have empathy and patience with a strong desire to give the best possible in terms of training and support. * Be resilient, enjoy ambiguity, and thrive in a fast-paced agile environment. * Be a brand ambassador and deliver a superior client experience. * Have the ability to follow the process and maintain the highest levels of confidentiality. WE ARE THE FIRST COMPANY TO: At Crisalix, prior to any aesthetic or reconstructive procedure, we help doctors and educate patients by answering their fundamental questions, thanks to our state of the art online 3D visualisation solutions. Our proprietary platform is used by patients, leading medical aesthetic brands and the most recognized healthcare professionals around the world throughout the full patient journey, establishing us as the market leader. With our unbeaten key improvements on the main medical and business metrics, we are delighted and proud to enhance the beauty journey of people around the world day after day. The team: We are an International technology engineering organisation focused on people and our product. At Crisalix we work hard, and we have a beautiful project ahead of us to make a company that's an excellent place to work.

Crisalix

ABOUT THE ROLE: We are seeking a trans-formative leader—a true benchmark in customer success—whose vision, achievements, and relentless pursuit of excellence have set them apart as the best in every role. As we expand our impact worldwide, we need someone who will inspire our team and clients, deliver measurable business outcomes, and shape the future of customer success at Crisalix. This role requires a leader who is obsessively focused on measuring, managing, and improving every aspect of individual performance—using robust data analytics and optimized control processes to ensure Customer Success delivers unparalleled business impact. OUR IDEAL CANDIDATE WOULD HAVE: Your Mission You are accountable for retention, expansion, and recurring revenue growth across Crisalix’s customer base. Your primary objectives are to: * Drive predictable renewal, upsell, and cross-sell revenue. * Ensure every client delivers measurable ROI and business growth. * Build a high-performing Customer Success organization with strong commercial discipline. * Partner closely with Sales to align forecasting, pipeline, and growth strategy. You will embed a data-driven, performance-focused culture where customer success and revenue growth go hand in hand. Revenue & Expansion Leadership You will: * Own renewal, upsell, and expansion revenue targets. * Build and manage a scalable post-sales revenue pipeline. * Lead strategic renewal and expansion negotiations. * Partner with Sales leadership on forecasting and revenue planning. * Personally close key account expansion and renewal deals. * Grow Clients: Partner with each clinic to actively drive their business development and revenue growth—not just platform usage, but real, measurable improvements in their performance and bottom line. * Maximize Client ROI: Personally and through your team, ensure every client extracts maximum value from our solutions, relentlessly focused on tangible results and business success. * Grow Accounts: Proactively identify opportunities for upsell, cross-sell, and upgrades, always rooted in delivering genuine value and new business outcomes for clients. * Optimize Churn and Renewals: Build strong relationships, proactively manage client health, and ensure every client’s objectives are met—making renewal the natural next step and keeping retention at industry-leading levels. * Lead by Example: Handle accounts directly to showcase best practices, set high standards, and continuously improve processes. * Drive CRM & Tool Innovation: Collaborate closely with the development team to adapt and improve the CRM and related client-facing tools, ensuring the Customer Success team has best-in-class technology for analytics, automation, and client insights. Key Responsibilities Strategic Leadership * Own post-sales revenue performance, including renewals, expansion, and account growth. * Define and execute the company-wide Customer Success strategy, directly supporting Crisalix’s retention, expansion, and growth objectives—including measurable growth for every clinic. * Own all Customer Success metrics—client ROI, clinic growth, adoption, retention, NPS, revenue expansion, customer satisfaction, and time-to-value. * You leave no customer behind—dedicating relentless effort to ensure every client’s success, unlocking unlimited upsell and cross-sell opportunities through exceptional service and partnership * Lead onboarding and ongoing training for clients, setting new standards and best practices. Driving Client Value & Clinic Growth * Personally manage select key accounts and clinics to demonstrate excellence, identify new value opportunities, and set best practices. * Ensure every client and clinic realizes and understands tangible business results, with regular reporting on ROI, business growth, and key metrics. * Proactively identify and drive upsell, cross-sell, and upgrade opportunities—always rooted in genuine value creation and real business impact for clinics. CRM & Technology Innovation * Collaborate proactively with development and IT teams to adapt, enhance, and automate the CRM and client-facing tools—enabling robust data-driven insights, streamlined processes, and seamless customer management. * Continuously optimize and automate Customer Success operations using AI, advanced analytics, and workflow automation—enabling real-time performance tracking, early issue detection, and precision control over team deliverables and client engagement. * Implement scalable processes to ensure consistent, high-quality service as the company grows. * AI-driven analytics and automation to optimize Customer Success operations. Voice of the Customer * Systematically collect, analyze, and communicate client feedback internally to guide product, sales, and marketing improvements. * Develop structured feedback loops and customer success stories to support Crisalix’s commercial and product efforts. Cross-functional Collaboration * Work closely with Sales, Product, and Marketing to ensure a seamless, high-impact customer journey and maximize customer lifetime value. * Co-develop strategies with Sales for revenue expansion, customer engagement, and measurable clinic business growth. Executive Reporting * Prepare and deliver regular performance reports and strategic recommendations to the executive team, highlighting key successes, risks, and opportunities. Success in This Role Looks Like * Every client measures and recognizes both the business impact and ROI of Crisalix, as well as the real growth of their clinic. * A data-centric Customer Success culture where individual and team performance are continuously measured, benchmarked, and elevated through clear, actionable insights. * Best-in-class control and management of Customer Success operations that balances focus, efficiency, and high-quality client service delivery. * Regular introduction of innovative standards and optimized processes that push the team’s capabilities and client results beyond industry norms. * Clinics thrive and expand, supported by your transformative leadership and the value delivered by Crisalix. * Churn and renewals are actively optimized; retention is industry-leading, and renewals, upsells, cross-sells, and upgrades are continually increasing. * The CRM and all CS tools are best-in-class, continually evolving to support clients. * Internal teams are aligned around customer value, clinic growth, and innovation. * Crisalix is recognized for delivering unmatched client and clinic success in the aesthetic medicine industry. WE ALSO VALUE VERY POSITIVELY: About You * Proven experience owning post-sales revenue and expansion targets in B2B SaaS or similar sectors. * Strong track record managing account  with commercial KPIs. * Experienced in leading renewals, upsell, and complex account negotiations. * You are the benchmark: You have been the top performer everywhere you’ve worked—setting the standard for what excellence looks like in Customer Success and business growth. * Transformative Leader: Your vision, innovation, and results have redefined customer success in every organization you’ve joined. * Proven Results: You have a standout record leading Customer Success or consulting sales functions in SaaS, medtech, or similar B2B sectors—always delivering high client satisfaction, retention, and account growth. * Clinic/Client Growth Focus: You’ve demonstrated success in helping B2B clients grow their own business through strategic support and value creation. * Upsell & Cross-Sell Champion: You consistently generate revenue expansion by uncovering client needs and creating new value. * Analytical & Data-Driven: Proficient with numbers, you not only track KPIs but transform complex data into clear, actionable strategies for team and client success, constantly raising the bar through metrics-driven improvements. * CRM & Tech-Savvy: Experienced collaborating with development/IT to improve tools and workflows; adept at leveraging the latest technology and automation to scale impact. * Specialised Software Onboarding Expertise: Proven experience onboarding clients using specialised third-party software (not just native platform onboarding), including guiding complex technical setups, integrations, and workflow adoption across diverse client environments. * Relentless Improver: You thrive on continuously challenging the status quo, creating new standards of excellence, and inspiring your team to surpass goals through smart, data-backed leadership. * Process & Performance Optimizer: Expert at designing and implementing systems that provide laser-focused control and oversight of team workflows, ensuring maximum efficiency and impact. * Inspirational Leader: Strong experience building, developing, and motivating high-performing teams. * Customer Advocate: Deeply committed to understanding and amplifying the client’s voice within the company. * Exceptional Communicator: Persuasive and clear, able to engage executive clients and inspire internal teams. * Languages: Fluent English required; AS WELL AS Portuguese OR Spanish AND other languages a strong plus. * Driven & Independent: Tireless, solutions-oriented, and always raising the bar by example. As part of your application, please include a short video (60–90 seconds) introducing yourself, your background, and why you believe you’re the right fit to lead Customer Success at Crisalix. Why Crisalix * Lead a critical, revenue-driving function * Work with a fast-growing international team * Direct impact on client and clinic growth * Flexible location and competitive package * Clear path to senior leadership This role sits at the intersection of Customer Success, Account Management, and Revenue Leadership. Compensation The final package will reflect the candidate’s level, leadership track record, and ability to own revenue outcomes. Application If you wish to stand out then please include a short video (60–90 seconds) introducing yourself, your background, and why you believe you are the right fit for this role jay.hague@crisalix.com