Senior Customer Success Manager

Job Description

Who We Are

PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration. We are a SaaS company that operates in a fast paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work collaboratively around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for our customers.

What You’ll Do

The Senior Customer Success Manager will be the overall owner of the holistic customer relationship and experience, for a given set of assigned customers. This role will be responsible for aggregate service delivery to assigned clients, ensuring that their tactical and strategic experience with PCMI is positive. The Sr. CSM will be responsible for revenue retention and growth; this will include mitigating churn, identifying upsell opportunities, managing billing logistics, and ensuring overall customer satisfaction. Finally, the Sr. CSM will be responsible for understanding assigned customers’ needs from both a business and technical perspective, ensuring successful alignment between our solutions and customer requirements. A key activity in this role will include translating client needs into comprehensive written documentation when warranted, including preliminary Business Requirement Documents (BRDs), to facilitate clear communication and execution across teams.

In this role, you will:

Client Engagement & Relationship Management

Act as a primary liaison between clients and internal teams.

Serve as a trusted advisor, ensuring customer success and retention.

Develop a deep understanding of clients' business objectives, challenges, and technical environments.

Build and maintain strong, long-term relationships with key stakeholders.

Be the voice of the customer within the company, ensuring their concerns, feedback, and needs are communicated and addressed.

Strong focus on ability to identify and drive upsell opportunities to expand client engagement.

Work closely with sales and product teams to drive revenue growth through value-added offerings.

Tactical Delivery and Account Management

Actively measure and manage client health and operational KPIs

Develop a deep understanding of your client’s use cases and configuration. Ensure a smooth transition of your client from the implementation team to you.

Review release notes with client and provide an impact analysis for including any potential impacts to client workflows, integrations, or reports.

Release management: coordinate all scheduling of UAT execution and signoffs, as well as Production release adoption

Manage monthly billing process including comparing actual hours spent compared to estimated hours and SOW.

Manage and shepherd work through all internal PCMI processes and teams to facilitate handling and delivery of all requests, including support items, data correction tasks, enhancements, and defect resolution.

Requirement Analysis & Discovery

Collaborate with clients to capture both business and technical requirements.

Conduct discovery sessions, interviews, and workshops to gather detailed insights.

Partner with Solutions Delivery and the Product organization to analyze intermediate/advanced use-cases and BRDs.

Analyze client needs and align them with our product offerings and capabilities.

Manage BRD Development

Manage the translation of business and technical needs into structured BRDs.

Define scope, objectives, functional requirements, and system specifications.

Ensure documentation is clear, concise, and actionable for implementation teams.

Facilitate review and approval processes with clients and internal stakeholders.

PCMI Solutioning & Advisory

Provide guidance to clients regarding best practices and solution options.

Work closely with internal solutions engineering and product teams to ensure feasibility and alignment.

Act as a subject matter expert (SME) in bridging business requirements with technical implementation.

Project Coordination & Support

Lead planning, status reporting, and delivery for assigned Production clients’ deliverables.

Support clients throughout the solution implementation process.

Troubleshoot issues, provide recommendations, and ensure successful delivery of client requirements.

Continuous Improvement & Best Practices

Stay updated with industry trends and advancements to enhance client solutions.

Contribute to process improvements in requirement gathering and documentation practices.

Provide feedback to product and engineering teams to drive innovation.

Assist the Director of Customer success with mentoring and coaching Customer Success Managers and Customer Success Specialists

What You’ll Need to Join Our Team

Experience

Bachelor’s degree in Business, Computer Science, Information Technology, or a related field.

3+ years industry experience, with a strong understanding of industry workflows and best practices.

5+ years of experience in a Customer Success, Strategic Account Management, Business Analyst, or a similarly themed client-facing role.

Strong understanding of business process analysis and technical solutioning.

Experience creating and managing Business Requirement Documents (BRDs).

Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.

Proficiency in project management tools and documentation software (e.g., Jira, Confluence, Microsoft Office, etc.).

Ability to manage multiple client engagements and prioritize workload effectively.

Problem-solving mindset with a keen attention to detail.

Familiarity with APIs, databases, and enterprise software solutions is a plus

Travel Requirements

Must be able to travel to client meetings; up to 35%

Why Work For Us

Competitive Compensation from $125,000-$150,000*

Comprehensive Benefit Package**

Health, Dental & Vision Insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Short & Long Term Disability Insurance

Company-paid Long-Term Disability

Company-paid Life Insurance

Voluntary Life Insurance

Voluntary Accident Insurance

Employee Assistance Program

401k with generous Company Match

Commuter Benefits

Paid Time Off accrued per pay period

10 Paid Holidays

Paid Parental Leave

Commission Eligibility

Professional Development Opportunities

Employee Events

Wellness Programs

Employee Discount Programs

Office in Park Ridge, IL - Convenient location to Blue Line

*Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.

**Eligible to enroll the first day of employment for immediate coverage.

Although the role is remote, PCMI can only hire employees in the following states:

AL

CT

FL

GA

IL

MO

NH

NC

OH

PA

TX

Note: It is required for this role to be in the Park Ridge, IL office 2 days per week if candidate is located in the Chicagoland area.

Full-time