iPipeline

1 Job

893 Employees

About the Company

iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. iPipeline couples one of the most expansive digital and automated platforms with one of the industry's largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows - from quote to commission - with seamless integration. The company's vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.

Since its establishment in 1995, iPipeline has helped protect more than 49 million people, and today is trusted around the world by more than 100 insurance carriers, and providers, and more than 2,500 broker-dealers, financial institutions, Brokerage General Agencies (BGAs), Independent Marketing Organizations (IMOs), and Managing General Agents (MGAs). Connected to more than 500,000 agents and advisers/advisors, the company collected more than $33 billion in premium in life insurance and $55 billion in annuities in 2022. iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500(r) and Fortune 1000(r). For more information, please visit ipipeline.com/ and select your country of origin.

Listed Jobs

Company Name: iPipeline
Job Title: Customer Success Manager
Job Description: **Job Title:** Customer Success Manager **Role Summary:** Lead and manage high‑value or complex customer accounts in the life‑insurance and financial‑services domain. Deliver strategic guidance, ensure adoption of our digital solutions, drive customer ROI, and cultivate long‑term retention and expansion. **Expactations:** - Maintain a retention rate above 95% for managed accounts. - Achieve quarterly renewal and upsell targets commensurate with account size. - Deliver actionable health‑score metrics and engagement plans within 48 hours of risk identification. - Submit monthly reports on account performance, churn risk, and engagement KPIs to senior leadership. **Key Responsibilities:** 1. **Account Ownership & Lifecycle Management** – Own the full customer lifecycle: onboarding, success planning, renewal, and expansion. 2. **Customer Relationship Management** – Design and execute segmentation and tracking strategies in CRM tools; train team on best practices. 3. **Strategic Engagement & Advisory** – Serve as strategic advisor; help customers maximize ROI, align with industry best practices, and mitigate retention risks. 4. **Cross‑Functional Collaboration** – Partner with Sales, Marketing, Product, and Support to align product adoption, account strategy, and communication plans. 5. **Process Improvement & Data‑Driven Decision Making** – Use data to identify at‑risk customers; develop targeted engagement plans; propose enhancements to tools and lifecycle playbooks. 6. **Escalation Management** – Resolve high‑impact customer escalations; create long‑term account strategies to drive success. 7. **Customer Advocacy** – Champion the customer voice in internal product and service discussions. **Required Skills:** - Advanced proficiency with CRM platforms (e.g., Salesforce, HubSpot) and data analytics tools. - Strong strategic planning and account‑strategy formulation. - Deep knowledge of Canadian insurance industry business models and digital transformation. - Excellent communication, negotiation, and stakeholder‑management abilities. - Proven record of analyzing customer data to inform decisions and actions. - Ability to manage high‑pressure situations and demanding customers. - Collaboration across cross‑functional teams (Sales, Product, Support, Operations). - Proactive risk mitigation and retention‑focused mindset. **Required Education & Certifications:** - 6 + years of Customer Success or Account Management experience, or equivalent tech experience in the Canadian insurance industry. - Bachelor’s degree in Business, Finance, or related field preferred. - Professional certifications (e.g., Certified Customer Success Manager, CCSP, or similar) considered a plus.