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About the Role

Ascend is seeking 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 will 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

Dive deep into Ascend’s product, customer segments, and current Customer Success processes and tools within the first 30 days.
Build foundational relationships with internal partners across Sales, Product, and Product Support within the first 30 days.
Begin developing your approach to managing relationships and driving value for sophisticated insurance organizations within the first 30 days.
Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day-to-day users within the first 60 days.
Develop a strong understanding of customer workflows, goals, and success metrics with actionable insights to improve adoption and outcomes within the first 60 days.
Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support within the first 60 days.
Fully own the post-implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product from 90 days onward.
Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions from 90 days onward.
Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world-class enterprise customer experience from 90 days onward.

Requirements

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 success with a proven track record of renewals and expansion.
Background in insurance, financial services, or fintech is a plus.

Skills

Customer Success Management
Account Management
B2B SaaS
Fintech
Relationship Building
Communication
Problem Solving

Location

San Francisco
Columbus

Work Type

Onsite
Full-time

Experience Level

3+ years

Salary/Compensations

$105,000-$110,000

Benefits

Meaningful equity
100% health premiums covered for you and your dependents
401k with employer matching options
Emphasis on promoting from within
Unlimited PTO
Company paid commuter benefits
Parental and family leave
Lunch everyday
Dog-friendly office

About the Company

Ascend is changing the $10T insurance industry by providing the first and only complete financial operations platform purpose-built for insurance, combining AI-powered accounting automation, payments, and premium financing.
Ascend has become the market leader in five years, trusted by over 4,000 businesses, including more than half of the 50 largest brokers in the country.
Ascend automates financial operations for insurers, MGAs, and agencies, embedding directly into transactions.
Ascend's AI-driven approach offers customers a proven 5-7x return on investment.
The 70+ person team, based in San Francisco and Columbus, brings expertise in insurance, fintech, and AI.
Ascend's mission is to become the leading financial automation platform for insurance by 2030, powering the industry's financial operations and transforming trillions of dollars in movement.
Ascend is building the financial backbone of the insurance industry.

Equal Opportunity

We are committed to equal opportunity employment and embrace diversity within our organization.
We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We encourage candidates to apply even if their experience doesn't precisely match this opportunity.
We value diversity and are dedicated to equal opportunity employment.