Position: Senior Customer Success Manager
Location: Toronto - Hybrid
Employment Type: Full-time, Permanent
About Instant Risk Coverage
Instant Risk Coverage (IRC) is on a mission to transform how insurance is bought and sold. Our SaaS platform enables customers to purchase coverage instantly, bringing speed and simplicity to an industry that has historically had neither. We're at a pivotal moment where we are actively evolving from a tech-enabled insurance company into a true insurance platform company. That shift means building the foundation that lets insurance companies, brokers, and customers connect, integrate, and transact through our technology. The team is small, driven, and building for scale.
As one of Canada's fastest growing companies, we are customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from EY, PWC, Vivid Seats, ChargeLab, Blackline, Ada, Flipp, Lazard and Labatt Breweries.
At IRC, everyone is expected to act like an owner bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts and differing opinions, so we can continue to improve. We do our best to keep our decision-making decentralized, so that all team members feel ownership in our success.
Our Product
IRC is an intelligent insurance operating system, combining modern insurance services and software to help Event and Venue operators manage risk, save money and grow. Trusted by more than 500 venue groups to date and growing. IRC empowers venue and event operators to understand & manage risk effectively.
Our team is a collection of ambitious, collaborative and mission-driven people from all walks of life with one joint goal: helping create access to affordable and fair insurance. We are looking for bold innovators to help shape the future of insurance.
About the Role
We're looking for a Senior Customer Success Manager to join IRC and be a part of a team building the best insurance and risk management platform. As a Senior Customer Success Manager, you will be responsible for building strong, long-term relationships with our clients, ensuring they achieve maximum value from our products and services. This role involves guiding customers through onboarding, driving adoption, identifying growth opportunities, and serving as the primary advocate for the client within our organization. This role is ideal for someone who is organized, client-focused, and comfortable working in a fast-paced environment where they can drive decisions and outcomes.
Salary: Starting Salary Opportunity: $90,000
Growth Target Bonus: $96,000+
- Majority of team members have OTE between $165,000 - $235,000.
- Variable Compensation opportunities are contingent on individual performance, paid out quarterly, the listed amounts are targeted values and not guarantees.
Job Responsibilities:
- Portfolio Ownership: We're looking for someone who acts like a CEO for their book of business. This role comes with real ownership: driving growth, managing the health of your portfolio, and making decisions with limited management oversight.
- Client & Partner Relationship Management: Serve as the primary point of contact for clients & insurance broker partners building trusted relationships as product subject matter experts while addressing any feedback or concerns with a sense of urgency.
- New Client Onboarding: Support with onboarding new clients allocated by the New Business Development team by executing onboarding demos and ensuring product adoption across key stakeholders.
- Product Upselling: Grow existing book of business through understanding your clients’ business and pitching incremental product offerings that are relevant to them.
- Cross Functional Collaboration: Work closely with cross-functional teams across Sales, Tech, and Support teams to improve & optimize products and resolve issues as they arise.
- Analytics & Reporting: Analyze revenue and utilization data to build data-based action plans to support clients in meeting their individual objectives. Additionally, responsible for preparing and presenting Quarterly Business Reviews to C-Suite executive team.
Job Qualifications:
- 5+ years of experience in Customer Success, Account Management, and Implementation within the startup, B2B, and/or fintech sectors.
- Self-starter who enjoys autonomy, thrives in ambiguity and can create clarity from complexity
- Strong analytical skills with the ability to simplify complex information into clear actionable insights; experience using tools such as PowerBI and Databox, preferred
- Excellent communication and presentation skills, with the ability to sell ideas internally and externally
- Experience working cross-functionally, including internal teams and external clients
- Comfortable with periodic domestic travel
Nice To Haves:
- University degree in Business, Commerce, Communications, or a related field.
- Understanding of the event industry or insurance services.
- Experience working with HubSpot & Gong.
About You
Here’s what sets you up for success at IRC:
- You Put Customers First, Always. You care deeply about delivering meaningful value. Whether you're building internal systems or customer-facing features, you're always thinking about how to make life better for our users.
- You Act Like an Owner. You take responsibility for outcomes, step up to challenges, and seek solutions proactively, doing what's best for the business, not just your role.
- You Think Big and Move Fast. You're energized by building from the ground up. You're not afraid to challenge the status quo, experiment quickly, and learn as you go.
- You Strive To Be Better. You're hungry to improve your skills and open to feedback. You bring a growth mindset to everything you do.
- You Raise the Bar. You care about doing things well and efficiently. You balance speed with rigor and always look for ways to improve how we work.
- You Win as a Team. You're a generous collaborator who values communication, context, and shared wins.
In addition to living our values...
- You're an outstanding leader. You're an adept leader known for starting from scratch, driving significant process changes, and building highly effective teams.
- You’re customer obsession. You have a proven track record of exceeding customer expectations and fostering long-term relationships.
- You're results-driven. You are known for setting ambitious goals and achieving them, managing priorities and deadlines effectively.
- You're analytical and data driven. You leverage tools and data to inform strategies, understanding customer needs, market trends, and growth opportunities. You are comfortable preparing your own reports and love analyzing data to find insights.
- You're proactive and collaborative. Your ability to collaborate effectively across different departments stands out. You can bridge the gap between customer success, sales, marketing, and product teams, ensuring a constant feedback loop about what our customers think about our product.
Why You Should Join
- Have a meaningful role at one of Canada's fastest-growing fintech companies.
- Make a real impact in a high-autonomy, high-growth role.
- Competitive compensation, and benefits.
- Hybrid work model, we are based in Toronto with in-office days, 3 days per week, for connection and collaboration.
- Bring your pup to our dog-friendly office.
Pay: $90,000.00 per year
Benefits:
- Casual dress
- Commuter benefits
- Company events
- Dental care
- Discounted or free food
- Flexible schedule
- Life insurance
- On-site gym
- Paid time off
- Wellness program
- Work from home
Work Location: In person
