Manage post-sale customer success for enterprise insurance clients, including onboarding transitions, product adoption, risk mitigation, renewals, retention, expansion, reporting, and executive stakeholder engagement. Partner cross-functionally with Product, Technology, Support, Sales, and Account Management while representing customer needs in roadmap and product discussions. Use customer health metrics to drive measurable outcomes across NRR, GRR, churn, NPS, and adoption.
About Dyad
Dyad is a provider of comprehensive property and casualty insurance processing and distribution solutions that empower and connect agents, brokers, wholesalers, MGAs/MGUs, program administrators, carriers, and policyholders. Dyad’s software and service solutions drive efficient insurance processing, superior customer service, and insightful business management.
About the Role
Dyad is seeking a Customer Success Manager to join our growing team, focused on delivering value and driving long-term success for our clients within the insurance industry. You will serve as a strategic advisor to our customers, advocating for their needs and guiding them towards realizing their business goals, while harnessing the full potential of our product suite. This role requires a strategic mindset, domain knowledge of the insurance industry (especially vendor management, agency management and policy administration) and a strong focus on driving customer outcomes. You will be measured on your ability to positively influence NRR, GRR, customer churn rates, NPS, product adoption rates and revenue expansion.
Role Description
- Client Relationship Management
- Act as a trusted advisor to insurance clients, developing deep relationships with key stakeholders across the distribution channel, including retail agents, MGAs, wholesalers, and carriers
- Customer Success Execution:
- Own the customer lifecycle post-sale; Support onboarding processes led by our Delivery Teams, ensuring a smooth transition post-launch
- Drive product adoption, proactively address risks, and identify expansion opportunities, leveraging your subject matter expertise of Dyad’s solutions
- Manage the entire renewal cycle from 90-120 days out
- Cross-Functional Collaboration
- Liaise with Product, Technology, and Support to resolve customer issues and relay feedback
- Partner with Sales and Account Management to identify upsell and cross-sell opportunities
- Data-Driven Insights & Reporting
- Use key metrics to manage customer health, drive engagement and foster retention
- Prepare and deliver client-facing performance reports and internal executive summaries to validate value realization
- Thought Leadership & Advocacy
- Advocate for customer needs internally while championing best practices externally
- Represent the voice of the customer in roadmap discussions, product enhancements, and pilot programs
What You Bring
- 7+ years of experience in Customer Success, Account Management or Consulting within a SaaS or InsurTech environment
- Strong familiarity with the Property & Casualty insurance industry, including underwriting, claims, or policy management
- Demonstrated success managing enterprise accounts or complex stakeholder environments
- Proven ability to translate customer goals into actionable strategies and measurable outcomes, focused on incorporating data to drive decision making
- Excellent communication, presentation, and interpersonal skills
- Familiarity with industry leading customer management tools (e.g., Gainsight, Custify, Salesforce, Pendo, Atlassian suite, etc.)
- Bachelor’s degree required; Certifications are a plus
- Ability to travel up to 25%
Why You’ll Love Working Here
At Dyad, we’re in an exciting phase of growth and transformation. We offer flexibility, transparency, and a commitment to both personal and organizational development. We are committed to creating a workplace where you feel valued, supported, and inspired. Here’s why you will love being part of our team:
- Competitive Compensation & Benefits: We offer a comprehensive compensation package that includes competitive salaries, comprehensive health benefits, and a 401(k) with company matching to help you plan for your future
- Paid Time Off & Holidays: Enjoy a healthy work-life balance with paid time off and paid holidays, giving you the time you need to rest, recharge, and enjoy life outside of work
- Inclusive Culture: We believe diversity makes us stronger. You will be part of an inclusive, welcoming environment where everyone is encouraged to share ideas, collaborate, and grow together
- Work-Life Balance: Your well-being is important to us. We support flexible work arrangements and provide the tools and resources you need to maintain a healthy balance between your personal and professional life
In addition to our commitment to equal pay for equal work, Dyad is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.
If you are a driven and experienced Customer Success Manager looking for an exciting opportunity to make an impact, we would love to hear from you!
Ready to help shape the future of Dyad? We would love to hear from you!
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