Customer Success Manager

What We Do 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 While insurance represents 7.2% of global GDP, outdated financial infrastructure like PDFs, emails, and manual reconciliation continues to slow the industry down.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 How We Do It 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. Why We Do It 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. Your Role 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. Responsibilities will include Objective #1: In your first 30 days, you will: 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 Objective #2: In your first 60 days, you will: 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 Objective #3: In your first 90 days, and beyond, you will: 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 You might be a good fit if you are / have 3+ 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 succe ... (truncated, view full listing at source)