Scaled Customer Success Manager (Denver)

About CoverForce At CoverForce, we're redefining how insurance is bought and sold. Our mission is simple: to make business insurance faster, easier, and fully digital. Thousands of insurance agents and corporate customers rely on our platform to streamline quoting, comparing, and purchasing policies. We partner with leading insurers like Travelers, Liberty Mutual, and Chubb to reduce underwriting and sales time by 60%, setting a new standard for efficiency in the industry. Our solutions power the future of insurance distribution: ✅ Quote & Bind Platform – Used by Top 100 insurance distributors to generate quotes instantly and eliminate paperwork. ✅ Embedded Commercial Product – Enables platforms like Walmart, Gusto, and Uber to embed business insurance seamlessly into their customer journeys. ✅ Insurance’s API Layer – We’re building the Plaid of commercial insurance, providing frictionless access to policies through APIs and modern software. CoverForce is growing fast, and now is the time to build, scale, and strengthen our customer success organization to support our next phase of growth.

What we are looking for As a member of the Customer Success team, you will own the end-to-end technical onboarding and adoption of our enterprise customers at CoverForce. You’ll operate as a hybrid technical strategist and project owner — able to onboard API-driven integrations, introduce new playbooks and operational best practices, and turn customer data into insights that deepen adoption and revenue outcomes. You’ll make sure thousands of insurance agents and corporate customers can actually use our tools in their real-world workflows — configuring the product, integrations, and data flows so quoting, comparing, and buying insurance policies feels seamless. You bring a mix of implementation rigor, API literacy, and light BI/analytics skills — mapping customer workflows and systems, configuring accounts, products, and permissions, and coordinating integrations (APIs, data feeds, SSO, AMS/CRM connections) so CoverForce fits cleanly into each customer’s existing stack. This role directly owns Gross and Net Revenue Retention (GRR/NRR) for your customer portfolio and requires demonstrated experience holding a revenue quota, including achieving 105%+ NRR in prior roles. You’ll lead technically informed training and onboarding sessions that don’t just demo features, but show how to use CoverForce in the context of each customer’s tools and processes. You’ll partner with senior stakeholders (C-Suite, executives, product/IT owners) to design onboarding plans for their agents, define success criteria, and de-risk deployment and rollout. You’re the kind of CSM who makes every customer conversation count - identifying expansion signals, uncovering workflow gaps, and shaping scalable processes that lift NRR across the portfolio. Your ability to translate between business needs and technical solutions will help agents and operations teams fully unlock our platform - increasing productivity, improving client service, and reducing friction in their day-to-day. Over time, your work will turn CoverForce into an indispensable part of their infrastructure, driving satisfaction, renewal, and expansion. If you’re excited by a highly technical, customer-facing role and want to help modernize insurance distribution, we’d love for you to help make insurance purchasing easy, digital, and deeply integrated.

Responsibilities Project Management

• Plan, execute, and oversee the end-to-end technical implementation of new customers, with a focus on onboarding agency networks and wholesalers, configuring workflows, and driving product adoption and change management.

• Develop detailed project timelines, manage resources, and ensure key technical milestones are met.

Customer Engagement

• Build strong, trusted relationships with technical and business stakeholders to understand their workflows, systems and success criteria.

• Conduct training sessions and workshops to promote product adoption, showing how to use our platform

• Address client concerns around configuration, integrations, and data quality; provide ongoing technical support during implementation and early adoption, escalating to Engineering when needed.

Revenue Retention and Expansion

• Own GRR and NRR targets for your assigned accounts, with accountability for forecasting, renewals, and expansion motions that meet or exceed company retention goals.

• Design implementation and adoption strategies that maximize customer value and deepen usage across agency networks and wholesaler channels.

• Prepare technical and business-facing proposals, solution overviews, and presentations that highlight integration options, data flows, and measurable ROI from adopting our solutions.

• Identify upsell and expansion opportunities (new features, additional products, deeper integrations, more business units) based on client needs, product capabilities, and observed usage patterns.

Requirements

• 4+ years experience in Customer Success, Solutions Engineering, Technical Account Management, or a similar customer-facing technical role in a B2B SaaS company

• Comfort working with APIs, technical workflows, and integrations (e.g., can read API docs, understand JSON payloads, and collaborate effectively with engineers)

• Proven track record managing a revenue quota and delivering 105%+ Net Revenue Retention in a recurring revenue SaaS environment.

• Ability to communicate, present, and influence at all levels of the organization, from frontline agents to technical leaders and executives

• Proven ability to articulate and demonstrate the distinct aspects of technical products and services, and to translate complex concepts into clear customer value

• Excellent verbal and written communication skills, with the ability to create clear documentation and customer-facing materials

• Prior experience / knowledge within the Insurance space is a plus (carriers, MGAs, brokers, agency management systems, or insurtech)

Why Join CoverForce?

• Join a fast-growing insurtech startup backed by leading investors.

• Be part of a team that is shaping the future of commercial insurance.

• Work on challenging problems with real-world impact.

• Competitive compensation, equity, and benefits package.

Compensation & Benefits

• Competitive cash and equity compensation package.

• Full healthcare, dental, and vision benefits for employees and their families.

• Unlimited PTO.

• Monthly in-person meetups (on the company).

• Parental leave for all kinds of parents (including adoption and foster care).

• Hybrid work environment (3 days in office)