Customer Success Manager

Job Overview

About Exdion

Exdion is an AI-driven document intelligence company built for insurance brokers and agencies. Our AI suite helps leading brokerages check policies, compare quotes, build proposals and process endorsements with greater speed and accuracy.

Our products integrate with the agency management systems brokers already run, so service teams catch errors earlier, reduce E&O exposure and spend more time with clients. www.exdioninsurance.com

The role

You will own the success of some of Exdion's largest client relationships: major US insurance brokerages, typically representing $1M or more in annual revenue each. These programs roll Exdion's policy checking into commercial and personal lines servicing across large, diverse and geographically distributed client teams. They often include an integration with the client's agency management system, such as Applied Epic.

This is a change leadership role as much as an account role. These programs succeed when account managers and service teams across many offices change how they handle policy checking and renewals, and keep doing so. You will be the person who makes that happen, working side by side with each client's PMO, change management team, technology leads and executive sponsors.

You will be someone who has sat in the servicing seat at a P&C brokerage. You know what a renewal cycle feels like in the last two weeks of the month, and you can speak to service teams as a peer.

Key responsibilitiesOwn the client relationship

• Serve as the single accountable owner of the relationship, from executive sponsors to front-line service teams.
• Build trusted relationships with the client's leadership, PMO, change management team, technology leads and regional or practice leaders.
• Run the governance rhythm: weekly working sessions, monthly steering reviews and quarterly executive business reviews.
• Read and navigate the organizational dynamics that come with large-scale change, including competing priorities, leadership shifts and pockets of resistance.

Drive adoption and change

• Partner with the client's PMO and change management team on the rollout plan, sequencing offices, teams and lines of business.
• Identify, recruit and support client champions, and help them lead change within their own teams.
• Map Exdion's policy checking into the client's commercial and personal lines servicing and renewal workflows, including how results flow into Applied Epic.
• Track adoption and utilization by team, spot lagging groups early and put recovery plans in place.
• Translate client feedback into clear requirements and priorities for Exdion's product and delivery teams.

Training and enablement

• Assess training needs and skill gaps across client roles, offices and experience levels.
• Work with the Exdion team to create training material tailored to the client: guides, job aids, videos, workshop content and FAQs.
• Plan and deliver training programs, workshops, office hours and refresher sessions, both in person and virtually.
• Onboard new client users and teams as the rollout expands, and keep material current as the product evolves.

Work across Exdion

• Partner with the VP of Product, Sales leadership and senior management to deliver on commitments and keep the client roadmap aligned.
• Coordinate with implementation, integration and support teams so that issues are resolved quickly and the client hears one voice.
• Report account health, risks and opportunities to Exdion leadership with clear data and a point of view.

Retention, stickiness and growth

• Own account health, renewal readiness and client satisfaction.
• Define success KPIs jointly with each client, covering adoption, utilization, quality and business outcomes, and report against them on an agreed cadence.
• Identify early risk signals, such as falling usage, sponsor changes, unresolved issues or team pushback, and act on them before they become escalations.
• Be relentlessly proactive: anticipate client needs, bring ideas and solutions before being asked, and never let the client chase Exdion for an answer.
• Demonstrate value with measurable outcomes: errors caught, time saved, renewal quality and E&O risk reduction.
• Embed Exdion deeply into the client's standard operating procedures so that it becomes how the work gets done.

Must-have qualifications

• Hands-on experience at a P&C insurance brokerage or agency in a servicing capacity, such as account manager, CSR, account executive or service team leader.
• Deep expertise in commercial lines policy management and the renewal cycle: marketing, quoting, binding, policy issuance, policy checking, endorsements, certificates and stewardship.
• Working knowledge of common agency management systems, with strong preference for Applied Epic. Familiarity with others, such as AMS360, Sagitta or BenefitPoint, is welcome.
• A track record of driving change in collaboration with client or internal teams across a large, diverse and distributed workforce.
• Experience working with PMOs, change management teams and technology leads on multi-office or enterprise-wide rollouts.
• Proven ability to navigate leadership dynamics, build consensus and influence without authority, from the C-suite to the service desk.
• Experience assessing training needs and gaps, building training material, and delivering training programs and workshops.
• Excellent communication and facilitation skills, with the presence to lead an executive review and the patience to coach a new user.
• Willingness to travel to client offices as the program requires.

Preferred qualifications

• Experience at a top-100 brokerage, or at a brokerage that has grown through acquisition and runs varied servicing models across offices.
• Prior customer success, implementation or account management experience at an InsurTech or SaaS vendor serving brokers.
• Familiarity with policy checking, E&O risk controls and service center or outsourced servicing models.
• Change management training or certifications.
• P&C license or designations such as CIC, CISR, CRM or CPCU.

What makes someone great in this role

• Broker credibility. Service teams trust you because you have done their job.
• Collaborative drive. You move a program forward through other people, and you share the credit.
• Composure in ambiguity. Priorities shift and sponsors change. You adapt without losing the thread.
• Teaching instinct. You enjoy making complex things simple, and you notice when a room is lost.
• Ownership. You treat the client's outcomes and Exdion's commitments as your own.

Why join Exdion

• Lead one of the most visible programs in the company, with direct access to senior management.
• Put your brokerage experience to work changing how service teams across the industry do their jobs.
• Shape product direction by bringing the voice of the broker straight to the VP of Product.
• Competitive compensation and benefits.

How to apply

Send your resume and a short note on a change program you helped lead at a brokerage to dan_n@exdioninsurance.com.

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Work from home

Application Question(s):

• Do you have prior experience in commercial insurance brokers? (Mandatory)
• Do you have Hands-on experience at a P&C insurance brokerage or agency in a servicing capacity, such as account manager, CSR, account executive or service team leader? (Mandatory)
• Do you have deep expertise in commercial lines policy management and the renewal cycle: marketing, quoting, binding, policy issuance, policy checking, endorsements, certificates and stewardship. (Mandatory)
• Do you have working knowledge of common agency management systems, with strong preference for Applied Epic. Are you familiar with others, such as AMS360, Sagitta or BenefitPoint? (mandatory)

Work Location: Remote