iPipeline · 5 hours ago
Customer Success Manager
Wayne, PA
Full-time
Onsite
Senior Level
6+ years expiPipeline is a global market leader delivering innovative software solutions for the life insurance and financial services industries. The Customer Success Manager will manage high-value customer accounts, providing strategic guidance and ensuring customer success through tailored strategies and cross-functional collaboration.
Financial ServicesInsuranceSoftware
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 difficult 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
Qualification
Required
Typically requires 6+ years of experience in customer success or account management roles
Strong customer-facing and leadership skills
Ability to create tailored strategies to improve customer outcomes
Design and execute account segmentation and tracking strategies in CRM tools
Train team members on CRM best practices and optimization strategies
Manage high-value or complex customer accounts
Create tailored success plans aligned to business goals
Drive strategic engagements, renewal planning, and account expansion
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
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
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
Advanced proficiency in using CRM systems to manage complex customer journeys
Ability to create and execute long-term account strategies to drive customer success
Proficiency in analyzing customer data and making data-driven decisions
Advanced communication and negotiation skills
Skilled at managing customer expectations
Has handled difficult customers or situations and demonstrated resolutions
Deep solution expertise
In-depth knowledge of customer business models and how the company's services and/or products support them
Proficient in working with product, sales, and operations teams to meet customer needs
Benefits
Competitive compensation and benefits package
Employee stock purchase plan
401(k)
Generous time off
Flexible work/life balance
Company-matched retirement packages
Employee wellness program
Awards and recognition program
Company
iPipeline
Pipeline is an on-demand service providing suite of sales distribution software to insurance and financial services markets.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$104.43MKey Investors
TCVNewSpring
2019-08-08Acquired
2012-01-31Private Equity· $71.43M
2009-11-12Series Unknown· $15M
Leadership Team
Pat O'Donnell
CEO of iPipeline
Steve Cover
Chief Technology Officer
Recent News
2025-10-18
Company data provided by crunchbase