Customer Success Manager

Note: this client-facing role requires deep knowledge of P&C insurance

About CLARA

CLARA Analytics is the leading AI as a service (AIaaS) provider that improves casualty claims outcomes for commercial insurance carriers and self-insured organizations. The company’s product suite for workers comp, commercial auto and general liability insurance claims applies image recognition, natural language processing, and other AI-based techniques to unlock insights from medical notes, bills and other documents surrounding a claim. CLARA’s customers include companies from the top 25 global insurance carriers to large third-party administrators and self-insured organizations. Founded in 2017, CLARA Analytics is headquartered in California’s Silicon Valley. For more information, visit www.claraanalytics.com.

About the Role

As a Customer Success Manager (CSM) focused on insurance casualty lines (e.g., workers' compensation, general liability, auto liability), you will be the strategic partner and trusted advisor to CLARA`s clients. You will play a pivotal role in onboarding, adoption, optimization, and retention—ensuring clients achieve measurable business outcomes using CLARA’s AI-driven solutions. This role is ideal for a go-getter with prior insurance and consulting experience, familiarity with AI or data analytics tools, and a track record of driving customer success and stakeholder engagement.

What You’ll Do...

• Serve as the primary point of contact for a portfolio of insurance clients using CLARA's AI-based platform.
• Guide onboarding and implementation efforts in partnership with product, data science, and technical delivery teams.
• Build strong relationships with claims executives, adjusters, and operational leaders to understand their goals and ensure product alignment.
• Monitor and drive adoption, usage, and value realization of CLARA's AI solutions.
• Collaborate on Quarterly Partnership Reviews, showcasing metrics, outcomes, ROI, usage, alerts to actionable outcomes and the product strategic roadmaps.
• Identify risks to client satisfaction and proactively manage escalations and renewals.
• Influence product enhancements by capturing client feedback and industry trends.
• Act as a trusted AI translator by simplifying complex analytics into clear, actionable insights for insurance audiences.

What We’re Looking For...

Required

• Bachelor’s Degree OR equivalent relevant work experience in lieu of Bachelor’s Degree.
  
• At least 4 - 5 years in a claims, analytics, customer success, or consulting role for insurance casualty lines (workers' comp, GL, etc.),
• Knowledge of AI, machine learning, analytics, and other technical spaces.
• Proven ability to manage executive-level relationships and drive stakeholder engagement and change management.
• Excellent communication, presentation, and problem-solving skills.
• Proficient in Excel and Powerpoint.
  

Preferred

• Exposure to the insurtech space, including claims intelligence and document intelligence.
• Experience at a management consulting firm, preferably in a client-facing services role.
• Comfort with Analytics tools, such as Tableau or PowerBI.

What We Offer...

• The opportunity to make a real impact on a growing company.
• Collaborative and supportive work environment.
• Competitive compensation package.
  • Salary + Bonus
  • Benefits: employer-provided health insurance and ancillary benefits (life, disability, etc.), flexible PTO, fully remote, 401k with match
• Be a part of a team that is passionate about what we do!