Senior Director, Customer Success Manager (Insurance)

TL;DR

Senior Director, Customer Success Manager (SaaS/Insurance): Leading executive-level ownership of significant global customer relationships with an accent on retention, account health, and strategic alignment. Focus on driving long-term value realization and aligning enterprise software solutions with C-suite business objectives.

Location: Must be based in or near Sydney, Australia (Hybrid)

Company

Intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry through a modern SaaS platform.

What you will do

• Maintain executive accountability for strategic enterprise accounts, ensuring customer satisfaction and long-term partnership success.
• Develop trusted advisor relationships with C-suite and senior-level stakeholders.
• Lead strategic account planning focused on retention, growth opportunities, and risk mitigation.
• Coordinate cross-functional collaboration between Product, Engineering, SaaS Operations, and Sales to address customer priorities.
• Manage executive-level escalations and complex customer governance activities.
• Partner with System Integrators and consulting organizations to support delivery success and ecosystem alignment.

Requirements

• Bachelor's degree or equivalent professional experience.
• Minimum 9 years of experience in Customer Success, enterprise SaaS, or strategic account management.
• Minimum 5 years of experience managing large-scale, complex enterprise customer relationships.
• Demonstrated experience engaging with C-suite and senior business leadership.
• Strong expertise in SaaS delivery models and enterprise software lifecycle management.
• Must reside within reasonable proximity to Sydney, Australia to participate in in-person collaboration.

Nice to have

• Advanced degree such as an MBA.
• Experience within the Property & Casualty insurance industry.
• Familiarity with hirify.global or similar cloud-based enterprise platforms.
• Experience managing global strategic accounts with multi-year transformation programs.

Culture & Benefits

• Flexible-first company offering autonomy in how employees manage their daily work.
• "Flying Together" approach focusing on meaningful in-person moments for team connection.
• Environment backed by Vista Equity Partners, ensuring long-term investment and growth.
• Inclusive culture prioritizing respect, curiosity, and professional integrity.