Principal Customer Success Manager, Insurance Solutions (Remote)

This is a remote position.

Principal Customer Success Manager, Insurance Solutions

Certificial is transforming how businesses and their suppliers share insurance coverage information by moving from static documents to real-time data, connected data on the Smart COI NetworkTM. As we enter a critical stage of hypergrowth, we’re seeking a Principal Customer Success Manager, Insurance Solutions to join our customer success function that supports insurance agencies.

As the Principal Customer Success Manager, you will be at the intersection of customer advocacy and insurance innovation. This role blends deep insurance industry expertise with a strong focus on customer success and technical implementation. You will guide customers through onboarding, drive adoption of our Certificate of Insurance (COI) issuance platform, and foster long-term relationships to maximize value and growth.

What you’ll do:
• Own the post-sale success of our insurance agency and tech platform customers integrating to Certificial’s COI issuance APIs.
• Serve as a trusted advisor to technical and business stakeholders from Insurance Agencies, Brokers, and Carriers, guiding them through onboarding, implementation, and long-term adoption of Certificial’s issuance solutions.
• Collaborate closely with Product, Engineering, and Solutions teams to ensure smooth and scalable API integrations that meet customer requirements.
• Proactively identify and resolve integration issues, and work to improve customer experience and platform reliability.
Translate customer feedback into actionable insights to help shape the product roadmap, especially around API performance, documentation, and usability.
• Build success plans and lead business reviews with agency and platform clients, ensuring measurable outcomes tied to COI issuance automation and operational efficiency.
• Monitor customer API activity and performance using analytics tools and recommend best practices to improve automation and compliance delivery.
• Serve as the voice of the customer in internal forums and drive resolution on technical escalations, in partnership with support and engineering.
• Contribute to documentation, guides, and knowledge sharing that empowers clients and scales success across the Certificial ecosystem.

What you’ll bring:
• 5+ years of insurance technology experience within high-growth B2B SaaS companies
• Knowledge of Certificate Issuance processes and technology
• In-depth knowledge of sales or adoption strategies and techniques
• Excellent communication, presentation, and customer service skills
• Passion for high growth and leadership in a fast-paced, cross-functional environment
• Product or business analysis experience is a plus

Compensation:
• This role will receive a competitive base salary, bonus, benefits, and options. The base salary range for US-based employees is $50,000-$500,000.
• Various factors are considered when determining someone’s leveling and compensation, including a candidate’s professional background and experience. These numbers may be modified in the future, and final offer amounts may vary from those listed above. Please continue to apply if you are unsure that you fit into our compensation structure.

Perks and Benefits:
• Health, dental, and vision insurance
• No waiting period for enrollment
• 401(k) with company match
• Employer-paid STD/LTD
• Unlimited PTO
• Employee Assistance Program
• Special employee discounts
• Virtual team-building activities

About us:

Certificial uses real-time data to ensure businesses have continuous, compliant insurance coverage. We combine certificate issuance and compliance management into one simple platform, eliminating risk, ensuring compliance, and reducing costs for every stakeholder in the COI process – Insureds, Agents & Brokers, and Requestors. This is the Smart COI NetworkTM.

We are an entirely remote team transforming how businesses and their suppliers share insurance coverage information by moving from point-in-time documents to real-time data.

We have diverse backgrounds, interests, and lifestyles as a team, but our values unite us. We are driven by excellence and aspire to improve every day, take extreme ownership and responsibility for our success, are problem solvers and believe in process transformation, believe in transparency in our company and our platform, and are mindful and respectful of others’ viewpoints.

Employment at Certificial is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.