Lead Customer Success Manager

Responsibilities

• Own the end-to-end lifecycle of high-value customers, driving adoption, retention, and expansion
• Serve as a trusted advisor to C-suite and senior stakeholders
• Manage a portfolio of mid-market and enterprise customers through regular touch-points
• Lead core customer operations including business reviews and feature rollouts
• Act as the voice of the customer to inform product and process decisions
• Define and refine scalable Customer Success best practices and playbooks
• Mentor and provide guidance to junior Customer Success team members

Requirements

• 4+ years of experience in related roles
• Prior experience managing high-value enterprise customer relationships in B2B SaaS or Fintech
• Experience managing or mentoring teammates
• Ability to influence cross-functional teams without direct authority
• Comfortable operating in a high-growth startup environment
• Strong written and verbal communication skills for executive-level conversations
• Proven track record of renewals and expansion
• Ability to build and improve scalable processes

Preferred Qualifications

• Background in insurance, financial services, or fintech

Benefits

• 100% health premiums covered for you and your dependents
• 401k with employer matching options
• Unlimited PTO
• Company paid commuter benefits
• Parental and family leave
• Daily lunch provided
• Dog-friendly office

About the Company

Ascend is a financial operations platform purpose-built for the insurance industry, combining AI-powered accounting automation, payments, and premium financing into a single solution.