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About the Role
The Customer Success Manager will assure and support high-quality product implementation, including analysis and reporting, and support the execution of market strategies to fortify the overall product strategy in the North American region. This role will consult with internal and external clients in the digitization of new or existing insurance or reinsurance products, support business development, and gather requirements for new platform features.
Responsibilities
- Lead the development and continuous enhancement of the US customer success strategy, ensuring alignment with business goals and client expectations.
- Own end-to-end client onboarding, including discovery workshops, requirements capture, solution design, platform configuration, UAT coordination, go-live readiness, and post-launch stabilization.
- Establish and maintain proactive mechanisms for monitoring customer satisfaction, identifying trends, and implementing data-driven improvements.
- Independently manage and deliver complex implementation projects, from PoC workshops through full deployment, ensuring superior client experience and timely execution across multiple stakeholders.
- Identify and pursue strategic business opportunities with existing clients, acting as a key relationship manager across internal and external stakeholders (Insurers, MGAs, Munich Re Group Companies).
- Lead initiatives to digitize underwriting workflows by translating business rules, pricing logic, and operational requirements into scalable platform configurations and implementation plans.
- Collaborate with Business Development (BD) Managers to co-develop tailored client value propositions, taking ownership of sales pitch preparation and delivery, and driving client engagement strategies.
- Serve as a strategic advisor to clients during implementation and operational phases, proactively identifying opportunities to scale business volume and improve platform utilization.
- Monitor and analyze the effectiveness of sales strategies, providing actionable insights and recommendations to BD Managers based on implementation outcomes and client feedback.
- Demonstrate deep understanding of platform capabilities, bridging business and technology perspectives to influence platform development and innovation.
- Actively lead cross-functional collaboration with client teams (e.g., Underwriting, Actuarial, Contract Writers), supporting BD strategy execution and contributing to the success of the Americas Team.
- Facilitate knowledge exchange with innovation and product development teams across the Munich Re ecosystem to bring forward relevant solutions.
- Champion client-centric feature development, acting as the voice of US customers within the broader Realytix Customer Success Team and influencing product roadmap decisions.
- Work directly with engineering and client IT teams on technical topics such as API requirements, data mapping, configuration logic, defect triage, release readiness, and production issue resolution.
Requirements
- Understanding of underwriting principles in Non-Life (treaty or facultative) to understand product concepts for Digital & Automated Underwriting
- 5+ years of relevant experience in Underwriting, Software Development, Project Management skills within the insurance, InsurTech or a similar technical delivery role.
- Working knowledge and solid understanding of different insurance or reinsurance pricing approaches and components.
- Prior experience in software development, QA, solutions architecture, implementation engineering, or a similar technical delivery role.
- Experience translating business requirements into technical specifications and platform configurations
- Experience working with APIs, data mapping, integration requirements, and testing
- Ability to troubleshoot complex implementation issues with engineering and client IT teams
- Experience with SaaS platforms, workflow systems, or rules/pricing engines
- Self-starter with a strong bias for action and ability to manage competing priorities
- Excellent networking, communication, influencing without authority and stakeholder management skills
- Customer-service and relationship-oriented.
- Familiarity and interest with the technology space and IT platforms
- Bachelor’s Degree or equivalent work experience preferred
- Willingness to work with teams distributed across different time zones and continents
- Willingness to travel around 10%
Skills
- Underwriting
- Software Development
- Project Management
- Insurance
- InsurTech
- Technical Delivery
- Pricing Approaches
- Software Development
- QA
- Solutions Architecture
- Implementation Engineering
- Business Requirements Translation
- Technical Specifications
- Platform Configurations
- APIs
- Data Mapping
- Integration Requirements
- Testing
- Troubleshooting
- SaaS Platforms
- Workflow Systems
- Rules Engines
- Pricing Engines
- Networking
- Communication
- Influencing without Authority
- Stakeholder Management
- Customer Service
- Relationship Management
- Technology
- IT Platforms
Location
- New York City, NY
Work Type
- Onsite
Experience Level
- 5+ years of relevant experience
Education Level
- Bachelor’s Degree or equivalent work experience
Salary/Compensations
- $115,600 - $169,500
- plus opportunity for company bonus based upon a percentage of eligible pay
Benefits
- Health insurance coverage
- Employee wellness program
- Life and disability insurance
- 401k match
- Retirement savings plan
- Paid holidays
- Paid time off (PTO)
- Two options for your health insurance plan (PPO or High Deductible).
- Prescription drug coverage (included in your health insurance plan).
- Vision and dental insurance plans.
- Basic life insurance equal to 1x annual salary and AD&D coverage that is equal to 1x annual salary.
- Short and Long Term Disability coverage.
- Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes Spouse/domestic partner and children).
- Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity).
- A robust 401k plan with up to a 5% employer match
- A retirement savings plan that is 100% company funded.
- Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries.
- Eligibility to receive a yearly bonus as a Munich Re employee.
- A variety of health and wellness programs provided at no cost.
- Paid time off for eligible family care needs.
- Tuition assistance and educational achievement bonuses.
- A corporate matching gifts program that further enhances your charitable donation.
- Paid time off to volunteer in your community.
About the Company
- Munich Re America Services (MRAS) is a shared service organization that delivers services to all Munich Re US P&C Companies and other group entities.
- As a member of Munich Re's US operations, we offer the financial strength and stability that comes with being part of the world's preeminent insurance and reinsurance brand.
- Our risk experts work together to assemble the right mix of products and services to help our clients stay competitive – from traditional reinsurance coverages, to niche and specialty reinsurance and insurance products.
- Digital solutions and digital platforms are the key drivers for future growth.
- The Realytix Zero is a worldwide scalable Automated Underwriting Technology Platform comprising of rules and pricing engines to digitize & automate the underwriting of single risk business based on self-configuration for our business owners.
- The highly motivated team consists of colleagues with a broad range of know how – Underwriters, IT Developers, Pricing experts, Actuaries, IT Platform Architects and Data Engineers apply agile methodologies.
- The Realytix team was built in the German headquarter in Munich and has grown further internationally in US.
Equal Opportunity
- We are an equal opportunity employer.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.