CUSTOMER SUCCESS MANAGER Reports To: Director of Customer Success Location: Remote (US Only — Eastern or Central Time Zone Preferred) ABOUT US We've built the system of record for the $200+ billion insurance brokerage and agency market — an industry that forms the backbone of our modern economy. We serve a solid roster of customers including industry leaders like USAA and many others. WR Berkley, a Fortune 500 insurance holding company, led our Series B and provides invaluable strategic partnership as we reshape the insurance technology landscape. ABOUT THE ROLE We empower insurance agencies with the most advanced, flexible, and intuitive agency management system on the market. As a Customer Success Manager, you'll own a book of agency accounts end to end — from post-onboarding handoff through adoption, renewal, and growth. This is a hands-on role. You'll run the day-to-day for your book of business: leading customer conversations, tracking account health, resolving issues alongside Support, and ensuring smooth customer renewals. You'll also help build and refine the processes, playbooks, and automations a growing CX team needs to scale, blending traditional 1:1 relationship management with a one-to-many, digital-first engagement model. Amplo is a startup, and our customers are mid-market agencies with real operational complexity. That means the job is part relationship management, part problem-solving, and part translation: turning what you hear from customers into something Product and Engineering can act on. We're looking for someone who can carry a book confidently today and see around the corner on where accounts, and the program itself, should go next. WHAT YOU'LL DO - Own a book of mid-market agency accounts, serving as the primary point of contact from post-onboarding handoff through renewal. - Drive adoption of the Amplo platform by understanding each agency's workflows and connecting them to the capabilities that move their business. - Own renewals for your accounts and identify and pursue expansion opportunities. - Monitor account health, surface risk early, and run the plays to address it before it reaches escalation. - Partner cross-functionally with Product, Engineering, Support, and Solutions to translate customer feedback into clear, prioritized input on the roadmap. - Build and refine the operational backbone of the CX function: success plans, QBR templates, health scoring, enablement materials, and automation that makes the team faster. WHAT WE'RE LOOKING FOR Must-haves - 3–5 years in a Customer Success Manager role within B2B SaaS, serving mid-market or SMB customer accounts including ownership of renewals. - Strong cross-functional collaboration, with a track record of working closely with Product, Engineering, Support, and Sales to drive customer value and advocacy. - Excellent written and verbal communication, across both business and technical audiences. - Adaptable and comfortable working in a dynamic environment with a bias toward action. Nice-to-haves - Experience in insurance or insurtech — agency operations, brokerage, carrier, or a platform serving them. - Working knowledge of Salesforce, particularly on the configuration or admin side. - Experience designing or running a digital-first, one-to-many customer success motion. - Project management or product marketing experience. The attention to detail to map a customer journey and develop the materials to support it. - Based in Eastern or Central time zone. WHAT WE OFFER - Remote-first environment and ability to work anywhere in the US within 3 hours of EST - A whole person approach to taking care of you with medical, vision, dental, disability, and life benefits - 401(k) retirement plan with employer matching and safe harbor vesting - Meaningful work-life balance with an UPTO policy and 13 paid company holidays - Annual wellness stipend to support your health goals - Paid maternity and parental leave policies The base salary range for this position is $100,000 – $120,000 annually. The actual base pay offered may vary depending on factors including the candidate's relevant experience, education, certifications, skills, and geographic location. Amplo is proud to be an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, protected veteran status, or any other characteristic protected under applicable federal, state, or local law. Amplo participates in E-Verify to confirm the employment eligibility of all new hires. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.govwww.e-verify.gov http://www.e-verify.gov.