Senior Customer Success Manager
About The Position
Ascend is transforming the $10T global insurance industry by combining AI automation with embedded fintech. While insurance represents 7.2% of global GDP, outdated financial infrastructure like PDFs, emails, and manual reconciliation continues to slow the industry down. Ascend is the first and market-leading finance automation platform built specifically for insurance, driving the industry’s rapid digital transformation. In just five years: Trusted by thousands of insurance businesses nationwide Processes billions in transactions annually, growing 200%+ YoY Built a world-class team of 70+ across San Francisco and Columbus Ascend automates the insurance financial lifecycle, from collections to disbursements. We streamline operations and drive real profitability. AI is rapidly driving the cost of software down, opening the door to faster innovation and broader access. At the same time, it is shifting where value is created. The strongest companies embed directly into financial workflows, capturing value at the point where money moves. Ascend brings AI and fintech together to automate financial operations inside the transaction itself. Customers do not just adopt software. They unlock powerful financial efficiency with a proven 5-7x return on investment. Insurance is a $10T+ industry running on legacy systems. AI alone won’t fix it, but AI-powered automation embedded into payments and transactions will. Ascend’s mission is to become the leading financial automation platform for insurance by 2030—powering the entire industry’s financial operations while transforming the way trillions of dollars move. We are looking for a relationship driven, strategically minded Customer Success Manager to scale our post-implementation Customer Success function. This role will own the end to end lifecycle of Ascend’s highest value customers, serving as a trusted advisor to senior stakeholders while ensuring strong adoption, retention, and expansion. You’ll balance hands-on account management with long-term thinking by building repeatable motions, surfacing customer insights, and partnering cross functionally to drive durable growth.
Requirements
- 4-6 years of experience in related roles
- Prior experience managing high value enterprise customer relationships in B2B SaaS or Fintech environments
- Comfortable operating in the ambiguity and pace of a high growth startup
- Strong written and verbal communication skills with the ability to navigate executive level conversations and complex subject matter
- A consultative, relationship first approach to customer success with a proven track record of renewals and expansion
Nice To Haves
- Background in insurance, financial services, or fintech is a plus
Responsibilities
- Dive deep into Ascend’s product, customer segments, and current Customer Success processes and tools
- Build foundational relationships with internal partners across Sales, Product, and Product Support
- Begin developing your approach to managing relationships and driving value for sophisticated insurance organizations
- Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day to day users
- Develop a strong understanding of your customers’ workflows, goals, and success metrics with actionable insights to improve adoption and outcomes
- Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support
- Fully own the post implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product
- Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions
- Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world class enterprise customer experience
Benefits
- Competitive base salary and meaningful equity
- 100% health premiums covered for you and your dependents
- 401k with employer matching options
- A fast growing team with an emphasis on promoting from within 80% of all hires in the last 12 months have already been promoted!
- Unlimited PTO
- Monthly company-paid commuter benefit options
- Parental and family leave
- Lunch provided when in office
- Dog-friendly office!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
