Director of Customer Success, Insurance

Location: New York (Grand Central), NY (In-office 4x per week)

Company: Kizen, www.kizen.com

Kizen’s Platform, AI Agents & True Context Technology (TCT) power millions of mission-critical experiences for leading organizations in highly regulated industries (insurance, healthcare, financial services).

Our platform helps organizations automate the workflows that matter most — from helping insurance agents manage contracting and commissions, to enabling healthcare providers to deliver proactive patient care, to empowering financial institutions to classify documents and extract data automatically.

And that’s just the beginning. With Kizen, developers can build new enterprise applications and impactful AI agents, while business users can customize dashboards and agents using natural language, low-code, or code — all on the same platform.

What used to take months or years to build, configure, and connect now takes just days. Kizen combines powerful pre-built agents and use cases with an enterprise platform for automation and data connection — all built on an AI-first architecture that’s easy to adopt, scale, and trust.

We’re solving real operational problems and helping the world’s most complex organizations work faster, smarter, and more humanely.

Join us in transforming how industries work — one workflow, one agent, and one customer success story at a time.

The Director of Customer Success, Insurance at Kizen is a key leadership role responsible for driving net revenue retention, customer growth, and long-term adoption across our global enterprise customer base.

We are looking for a hands-on Director of Customer Success with a history of scaling revenue-driving CS organizations as we bring our next-gen platform to the world. This is an opportunity of a lifetime for someone who wants to be at the heart of the AI movement to better humanity. As the Director of Customer Success, you’ll be working directly with our VP of Customer Success to shape Kizen’s post-sales strategy and elevate our customer success motion.

In this role, you’ll lead our teams responsible for:

• Strategic Retention & Growth: Managing existing customer base renewals, churn reduction, and driving adoption to build highly referenceable customers.
• Team Evolution: Building, scaling, and mentoring a world-class team of CSMs focused on maximizing customer outcomes and revenue expansion.
• Value Realization: Ensuring enterprise customers realize measurable value from Kizen’s platform through a blend of technical acumen and commercial leadership.

Own revenue growth and retention across the existing customer base for our Agent CRM solution. You are responsible for driving expansion, renewals, and advocacy while reducing churn through deep engagement with all customers across the Agent CRM solution.

Serve as the primary relationship owner for a defined book of top strategic accounts. Drive executive relationships, manage renewal timelines, identify expansion white space, and ensure accounts are consistently moving up-market.

Improve our scalable customer success framework—including segmentation, playbooks, health scoring, and value delivery processes—to take the company to our next chapter of growth.

Partner with Sales leadership for smooth handoffs and proactive expansion opportunities. Collaborate closely with Product and Solutions teams to ensure the voice of the customer directly influences the Agent CRM roadmap.

Lead executive business reviews (EBRs) and strategic success planning for top-tier enterprise customers. Foster a data-driven culture by measuring impact, usage, and ROI across customer segments.

Partner with Marketing to build a library of insurance-specific case studies, customer quotes, and reference accounts. Identify referenceable customers and proactively develop advocacy relationships that support Sales cycles and brand credibility.

• Industry Leadership: 8+ years in post-sales leadership roles (Customer Success, Account Management) within SaaS organizations.
• Management Experience: 4+ years of direct management experience building and scaling CS teams serving enterprise and strategic customers.
• Revenue Proven: Proven success in owning NRR and expansion targets–you’ve scaled CS from a focused organization to a revenue-driving organization. 
• Strategic Relationship Management: Proven experience managing a named account portfolio with direct ownership of renewal and expansion outcomes.
• Technical Depth: Experience engaging technical stakeholders (Data, AI, or Engineering teams) in large, complex environments.
• Executive Presence: Exceptional communication and the ability to influence C-level audiences.
• CRM Expertise: Direct experience supporting or working within the CRM space.
• Insurance Knowledge: Deep understanding of the insurance industry, including field brokers, call centers, FMOs, IMOs, and Carriers.
• Individual Contributor Grit: Excited to start as an IC to manage existing renewals and adoption before building out the team.
• Process Obsession: A passion for incremental improvements, innovation, and optimization of CS processes.
• Strategic Partner: Ability to align customer outcomes with Kizen’s business goals alongside Sales, Product, and Engineering.
• Outcomes-driven: Track record of developing customer references, case studies, or co-marketing relationships with enterprise accounts.
• Multi-threading: Mastery of navigating complex enterprise environments with multiple stakeholders.
• Data-Driven Decisions: Experienced in building revenue visibility and forecasting into CS operations for predictability and accountability.
• Builder Mindset: Hungry to build more, accomplish more, and never settle on past accomplishments.

We’re a fast-growing company that values innovation, growth, and continuous improvement. By joining Kizen, you’ll play a pivotal role in shaping the future of the company while enjoying a supportive, dynamic, and collaborative workplace. You’ll have opportunities for professional development, impact, and career advancement.

• Career Growth Opportunities
• Engaging Work Culture
• Top-Tier Compensation
• Equity Package
• Healthcare Coverage
• Health and Fitness Stipend
• Professional Development Stipends
• PTO 

Kizen is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. At Kizen, we fully comply with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. 

The base salary range for this position is $180,000-$220,000. However, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base salary, we also offer generous equity and benefits packages.

If you’re excited about creating impactful experiences and contributing to a fast-paced, people-focused team, we’d love to meet you!

OTE - $264,000