Own a portfolio of mid-market insurance agency accounts from onboarding handoff through adoption, renewal, and expansion. Monitor account health, resolve issues with Support, drive platform adoption, and translate customer feedback into product and engineering priorities. Build scalable customer success processes, including success plans, QBR templates, health scoring, enablement materials, and automation. The role requires strong B2B SaaS customer success experience, cross-functional collaboration, and excellent communication.

Lead platform-wide product strategy and execution, own the roadmap, drive customer discovery with insurance brokers, work closely with engineering to ship features, define AI product strategy, synthesize cross-functional signals, set success metrics, and communicate decisions across the organization.