Strategic Customer Success Manager; Insurance Carriers

Strategic Customer Success Manager (Insurance Carriers)

Wisedocs is a rapidly growing venture-backed AI platform transforming how companies in the insurance industry analyze claims. We’ve raised ~$20 M USD from top investors, support 100+ team members globally, serve 90+ customers across North America and Australia, and are doubling revenue every year.

Our mission is clear: make it simple and accessible for any organization in the insurance to automate what used to take hours of manual work and surface the insights that matter.

Built by founders who’ve experienced the claims process themselves, Wisedocs combines deep domain experience with next-gen AI. Our models are trained on 100 million+ documents, and our platform turns chaotic record-stacks into clean, structured timelines, summaries and defensible outputs, with built-in expert human oversight (human in the loop).

You’ll join a mission-driven team that values innovation, collaboration and meaningful impact, where every day you’re helping organizations cut through complexity, make smarter decisions faster, and ultimately support people in claims journeys who often count on us when it matters most.

If you’re excited about building intelligent products, shaping workflows at scale, and being part of a high-growth company that’s rewriting the rules of document analytics in regulated industries, come join us at Wisedocs.

Wisedocs is expanding our partnerships with large insurance carriers, and this role plays a critical part in that growth. Our largest customers operate complex, high-volume claims environments that require thoughtful relationship management, deep operational understanding, and proactive leadership. As our first Strategic Customer Success Manager focused on insurance carriers, you will help define how we support enterprise customers, navigate complexity, and deliver long-term value.

The Strategic Customer Success Manager (Strategic CSM) is responsible for the success, retention, and renewal of Wisedocs’ largest and most complex insurance carrier customers. This role partners closely with claims operations, medical management, and leadership teams to ensure Wisedocs is deeply embedded into core claims workflows.

This is a highly senior, strategic role requiring deep insurance and claims operations understanding, strong executive presence, and the ability to lead complex, multi-stakeholder accounts through change, risk, and renewal.

• Strategic Partnership & Customer Leadership: Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction. Lead strategic check-ins, business reviews, and planning conversations that align Wisedocs to customer operational goals. Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders.
• Renewal Ownership: Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning. Proactively identify value gaps or risks well ahead of renewal timelines. Prepare executive-level business impact summaries, usage insights, and alignment materials. You will approach renewals as a continuation of partnership, grounded in demonstrated value, operational outcomes, and trust.
• Risk Management & Escalation Handling: Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends. Respond quickly and empathetically to escalations, providing clear timelines and follow-up. Partner cross-functionally to drive resolution. Maintain structured documentation of issues, root causes, and action plans.
• Cross-Functional Leadership: Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support. Work within a pod structure to ensure coordinated support for large carriers. Surface patterns from customer files and behaviors to inform product roadmap discussions. Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success…