Customer Success Manager, Agency Partnerships

Location: Remote (AZ, CA, CO, FL, GA, IL, MD, MA, MI, NE, NJ, NM, NY, OR, PA, SC, TX, UT, WA)

About Sure

Sure is growing and looking for a Customer Success Manager (CSM) to own the success and growth of Sure's Agency partner relationships. You are the primary relationship owner accountable for partner health, Gross Written Premium (GWP) growth, and program outcomes across your assigned accounts. This role sits within the Strategic CS segment of Customer Success and reports to the VP of Customer Success.

Agency partners are insurance carriers and specialty distributors who embed Sure-powered programs into their distribution channels. This role requires someone who understands both the insurance business and the embedded technology layer.

What You'll Do

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track.
• Gather and document partner requirements into clear deliverables for EPD execution; hand off solutioning when technical decisions arise.
• Serve as the primary day-to-day partner contact during implementation, transitioning relationship continuity to the CSM at launch.
• Track and communicate project health proactively—flagging delays, blockers, and scope risks early and driving resolution.
• Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders.
• Maintain a tight feedback loop with the assigned CSM and accurate records in Sure’s CRM (Attio).

What We're Looking For

• 3–5 years in customer success, account management, or partnerships, strongly preferred in insurtech, fintech, or B2B SaaS.
• Experience owning GWP or revenue metrics for a book of accounts.
• Strong relationship builder, able to operate across levels of a partner organization from ops contacts to executive sponsors.
• Clear communicator in writing and in meetings; able to run QBRs and business reviews independently.
• Comfortable working in ambiguity across cross-functional teams; strong influencer without direct authority.