We are looking for a Director of Customer Success (US) to own post sale value, retention, and expansion for our commercial carrier and MGA clients using the CURE platform. You will lead the customer success function for the US market and be accountable for onboarding quality, adoption, net revenue retention, and long term strategic relationships. This is a senior leadership role for someone who can move comfortably between board level conversations, underwriting operations detail, and day to day team management. You will build and scale a data driven CS motion while working directly with the CEO and cross functional leaders.

Key Responsibilities

Own end to end customer outcomes across onboarding, implementation, adoption, and value realization for all Pibit.ai accounts.
Design and run structured onboarding frameworks, SLAs, governance cadences, and playbooks for pilots and production deployments.
Ensure customers achieve clear ROI through usage adoption, workflow optimization, and automation outcomes across CURE modules.
Manage escalations, remove delivery roadblocks, and ensure predictable implementation and rollout execution.
Own net revenue retention, product adoption KPIs, and expansion opportunities across the US customer base.
Build strong, multi level relationships with underwriting, operations, innovation, and executive stakeholders at carriers and MGAs.
Identify and drive upsell and cross sell opportunities across loss run automation, small commercial intake, ACORD digitization, triage, appetite, and other modules.
Partner with Sales on account plans, QBRs, renewal strategies, and commercial negotiations.
Build, mentor, and scale a high performing Customer Success organization, including CSMs, onboarding, and support functions.
Define performance metrics, dashboards, and operating rhythms that improve predictability and execution quality.
Establish best practices, templates, and content for onboarding, training, QBRs, and customer communication.
Collaborate with Product and Engineering to translate customer feedback into roadmap priorities and validate new releases.
Work with Sales and Delivery to ensure seamless handoffs from pilot to implementation to enterprise rollout.
Support Marketing with customer references, case studies, testimonials, and conference participation.

Requirements

8 to 15 years of experience in Customer Success, Implementation, or Account Management in B2B SaaS.
At least 3 to 5 years leading customer success or related teams that serve enterprise clients.
Demonstrated success managing complex enterprise accounts with multi stakeholder environments.
Deep understanding of P&C or Specialty Insurance ecosystems is highly desirable.
Strong ability to engage and influence underwriting, operations, innovation, and executive leaders.
Experience running pilot to production motions and scaling usage in high growth B2B settings.
Strong analytical skills, with hands on experience using CS tools, dashboards, and health score frameworks.
Excellent communication, escalation management, and executive presence in front of senior customer stakeholders.
Comfort working in a fast moving startup environment with a high degree of ownership and autonomy.

Why Join Us

Lead Customer Success for one of the fastest growing insurtechs backed by Y Combinator and top global investors.
Own post sale strategy and build a world class CS organization that directly shapes customer outcomes and company growth.
Work closely with the CEO and leadership team on enterprise strategy, customer health, and expansion plans.
Partner with leading US carriers and MGAs on transformational underwriting workflows that deliver 85% faster underwriting and up to 700 bps loss ratio improvement.
Benefit from competitive compensation, meaningful equity upside, and the opportunity to build a high impact function in a mission driven company defining the future of underwriting automation.

Director of Customer Success

Key Responsibilities

Requirements

Why Join Us

Apply today to take the next step in your journey!

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