Customer Success Manager

Your Role

We are looking for a relationship driven, strategically minded Customer Success Manager to scale our post-implementation Customer Success function. This role will own the end to end lifecycle of Ascend’s highest value customers, serving as a trusted advisor to senior stakeholders while ensuring strong adoption, retention, and expansion. You’ll balance hands-on account management with long-term thinking by building repeatable motions, surfacing customer insights, and partnering cross functionally to drive durable growth.

Responsibilities will include Objective #1: In your first 30 days, you will:

• Dive deep into Ascend’s product, customer segments, and current Customer Success processes and tools

• Build foundational relationships with internal partners across Sales, Product, and Product Support

• Begin developing your approach to managing relationships and driving value for sophisticated insurance organizations

Objective #2: In your first 60 days, you will:

• Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day to day users

• Develop a strong understanding of your customers’ workflows, goals, and success metrics with actionable insights to improve adoption and outcomes

• Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support

Objective #3: In your first 90 days, and beyond, you will:

• Fully own the post implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product

• Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions

• Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world class enterprise customer experience

You might be a good fit if you are / have

• 3+ years of experience in related roles

• Prior experience managing high value enterprise customer relationships in B2B SaaS or Fintech environments

• Comfortable operating in the ambiguity and pace of a high growth startup

• Strong written and verbal communication skills with the ability to navigate executive level conversations and complex subject matter

• A consultative, relationship first approach to customer success with a proven track record of renewals and expansion

• Background in insurance, financial services, or fintech is a plus

Base Salary Range: $105,000-110,000