Strategic Customer Success Manager

Agent Sync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.

We’re a new-school solution tackling an age-old, ubiquitous problem with smart technology and automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.

Agent Sync is a leader in driving a modern insurance infrastructure experience. Our insurance compliance software connects the insurance industry to power growth, increase efficiency, and reduce risk. This is not your typical Customer Success Manager role. This is a high visibility, high value-add opportunity with a ton of trust, responsibility, and autonomy built-in right away. You will own the customer relationship end‑to‑end , driving measurable business outcomes while orchestrating internal teams to deliver exceptional value.

The Strategic CSM will be an integral part of the Customer Success team, working with our highest value and most strategic customers to ensure they meet and exceed their goals with Agent Sync. We’re looking for someone who thrives in high-stakes environments, can navigate complex customer dynamics with confidence , and isn’t afraid to step into challenging conversations—whether that’s with a C‑suite customer or an internal executive.

• Own and command the full customer lifecycle for 3-5 of Agent Sync’s most strategic accounts, driving measurable value, adoption, and expansion.
• Cultivate deep, trusted, and transparent relationships across all levels of the customer’s organization—from end‑users and champions to C‑suite decision‑makers.
• Lead quarterly business reviews and executive conversations that tie product adoption to business impact.
• Confidently manage escalations, serving as the first point of resolution and diffusing risk with minimal management support.
• Drive internal accountability , ensuring cross‑functional teams deliver on commitments with urgency and clarity.
• Proactively identify risks and opportunities, crafting and owning recommendations to keep customers on a path to green.
• Grow your insurance and compliance expertise to provide credible, strategic guidance on process improvements powered by Agent Sync.
• Be an expert Agent Sync’s full suite of products, advising on best practices and use cases
• Influence product, engineering, sales, and marketing by championing the voice of the customer and identifying opportunities to improve our product and customer experience.
• Contribute to the foundations of a world‑class Customer Success function by creating and iterating on best practices, tools, and playbooks.
• Travel to meet with customers and conduct onsite executive business reviews

• 10+ years of enterprise B2B SaaS experience in Customer Success, Account Management, Sales, or Consulting.
• 5+ years managing top‑tier enterprise/strategic accounts—your company’s largest and most complex customers.
• Proven ability to navigate executive‑level conversations with VP+ stakeholders in industries like insurance, financial services, compliance, or legal.
• Track record of successfully managing escalations and leading difficult conversations with both customers and internal teams.
• Strong ownership mentality—you take full responsibility for outcomes and hold customers and internal teams accountable.
• Natural influencer who can drive cross‑functional alignment without formal authority.
• Exceptional communicator: skilled at simplifying complex solutions for customers and articulating customer needs to internal stakeholders.
• Problem‑solver with high EQ: equally comfortable rolling up your sleeves in the details or zooming out to align on strategic goals.
• Proactive, resourceful, and resilient—able to thrive in ambiguity while consistently delivering results.
• Salesforce experience is a plus.

Agent Sync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e.…