Customer Success Manager

About iPipeline: Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500, and Fortune 1000 indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry. iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees. This is an office-based position 2 days a week. Responsibilities: The Customer Success Manager handles high-value or complex customer accounts, providing strategic guidance and solutions to enhance customer success. This role requires strong customer-facing and leadership skills and the ability to create tailored strategies to improve customer outcomes. Customer Relationship Management: Design and execute account segmentation and tracking strategies in CRM tools to support complex success workflows. Train team members on CRM best practices and optimization strategies. Account Ownership & Lifecycle Management: Manage high-value or complex customer accounts, creating tailored success plans aligned to business goals. Drive strategic engagements, renewal planning, and account expansion. Customer Advocacy & Retention: Anticipate customer challenges and proactively mitigate risks to long-term retention. Serve as a strategic advisor, helping customers maximize ROI and align with industry best practices. Cross-Functional Collaboration: Lead collaboration across Sales, Marketing, Product, and Support for high-impact accounts. Contribute to cross-functional planning for product adoption, account strategy, and customer communications. Process Improvement & Data Use: Use data to identify at-risk customers and develop targeted engagement plans. Propose enhancements to tools, playbooks, and lifecycle strategies based on analysis and feedback. Customer Relationship Management (CRM): Advanced proficiency in using CRM systems to manage complex customer journeys, segment accounts by risk or opportunity, monitor health scores, and identify trends that inform tailored customer success strategies. Escalation Management: Ability to create and execute long-term account strategies to drive customer success. Analytical Skills: Proficiency in analyzing customer data and making data-driven decisions. Communication: Advanced communication and negotiation skills. Skilled at managing customer expectations. Has handled demanding customers or situations and demonstrated resolutions. Solution Expertise: Deep solution expertise. In-depth knowledge of customer business models and how the company’s services and/or products support them. Cross-Functional Collaboration: Proficient in working with product, sales, and operations teams to meet customer needs. Experience/Qualifications:

• 6+ years of strong customer success or account management experience OR a combined total of 6+ years experience with roles in management consulting, technical account management, or enterprise software sales.
• Preferably in the software or financial services industries.
• Has handled difficult customers or situations and can demonstrate resolutions
• Demonstrated ability to take ownership of complex problems
• Knowledge of the life insurance, annuity, or financial services industry
• Familiarity with enterprise software and/or hands on software development and delivery experience
• Ability to create and deliver presentations with compelling messages to technology and business audiences to include multiple levels in the organization including Executive and C-Suite level; you are a natural, credible technology evangelist with experience in translating that passion into business impact for customers
• Ability to navigate data and people to find answers
• Bachelor's degree or equivalent experience
• Availability to travel up to 25%.
• Detail-oriented with strong time-management and multi-tasking skills.
• Strong proven work ethic
• Highly Desired Skills and Experience:
• Passion for customer satisfaction, driven to solve customer issues and be a customer advocate skilled at organizing and managing customer expectations and deliverables
• Proven ability to lead and influence cross-functional teams.
• Proven track record of achieving targets and goals, preferably in a Customer Success, Account Management or
• Sales setting
• Strong tools skills – Microsoft 365 tools including Copilot, Salesforce, PowerBI,
• Jira, Atlassian