Headquartered in Greenwich, CT with a global team in multiple time zones, Ennabl is building a platform that unifies and advances enriched data across systems to accelerate sourcing, advising and managing insurance clients and carriers.
We are looking for an experienced Head of Customer Success to drive successful customer onboarding and enhance customer experience. As the Head of Customer Success at ennabl, you will have the unique opportunity to make a huge impact on  the industry. You will collaborate with a group of peers with deep industry experience coupled with a proven track record of transforming large corporations as well as creating successful startups.
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Role Description:
As the Head of Customer Success, you will be responsible for ensuring that all ennabl customers are getting the maximum benefit of our product offerings, including supervising the implementation process and promoting user adoption within the client.
The Head of Customer Success will act as a key liaison between ennabl’s clients and our sales and engineering teams, relaying key customer requirements and taking proactive steps to ensure that any roadblocks to successful adoption of the ennabl product suite are removed.
The Head of Customer Success will oversee the entire customer success strategy, focusing on enhancing customer satisfaction, improving retention, and driving adoption of our insurance products and services. This role involves leading a cross-functional team, leveraging data to inform decisions, and aligning our customer success initiatives with the company’s overall goals. KPIs for this role will include customer satisfaction and customer retention.
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Responsibilities Will Include:

• Develop and implement a comprehensive customer success strategy to ensure exceptional customer experiences and sustained growth.
• Lead and manage a cross-functional team comprising members from Sales, Engineering, Operations, and Data  to ensure seamless collaboration and alignment with customer success objectives.
• Act as the central point of contact to align customer needs with internal capabilities, driving long-term success and retention.
• Define and implement clear goals and structured processes to guide both clients and employees toward successful outcomes.
• Develop, refine, and oversee a scalable, efficient, and reliable onboarding process for customers.
• Support customers in setting up product offerings and driving product adoption.
• Ensure timely resolution of customer issues by responding to support tickets promptly and effectively.
• Provide strategic support to clients when needed, ensuring high levels of customer satisfaction.
• Advocate for the product by promoting its value, aligning with the brand image, and delivering exceptional customer experiences.
• Address customer concerns proactively, identifying areas for improvement to enhance the overall customer experience.
• Foster enthusiasm among customers, cultivating a loyal community and identifying brand ambassadors to amplify the product's benefits.
• Maintain an in-depth understanding of the company’s product suite, assisting customers with inquiries and guiding them toward the most suitable solutions.
• Continuously optimize existing processes and champion initiatives that enhance the effectiveness of the Customer Success function.

Candidates Should Have:

• Proven experience in a senior-level Customer Success role in the insurance distribution.
• Strong understanding of insurance products, policies, and industry-specific challenges.
• Exceptional leadership skills with a track record of building and managing cross-functional teams.
• Data-driven mindset with experience using analytics tools to inform strategy and decision-making.
• Excellent communication and relationship-building skills to influence stakeholders at all levels.
• Demonstrated ability to create and execute customer success strategies that drive adoption, retention, and satisfaction.
• A passion for delivering exceptional customer experiences and fostering a customer-centric culture.

Location & Travel Requirements:
Ennabl is a “Remote First” company dedicated to hiring the best talent regardless of geography.  While our headquarters is in the New York area, the home location of Head of Customer Success is less relevant than the ability to travel to client sites and our HQ location as required.This role entails some travel to work with clients and ensure a successful implementation.