**Location**

Columbus

**What we do**

Ascend is a fintech company building the financing and payments infrastructure for the $1T insurance market (did you know insurance premiums make up . More than 40% of payments are still made with paper checks resulting in poor customer experience and expensive and operationally intensive commercial workflow. Today's solutions were built 40 years ago for pen and paper insurance sales. Ascend is the first modern payments platform for insurance helping to enable the industry's rapid digitalization.

**How we do it**

Ascend automates insurance payments end-to-end from online customer payments and financing to the distribution of commissions and carrier payables so that insurance distributors can eliminate laborious, expensive processes while giving their customers the great online checkout and financing experience they've come to expect. Think Stripe + Affirm + Modern Treasury for insurance.

**Why we do it**

We exist to make it easier for people to protect the things they care about by simplifying and modernizing the insurance industrys financial infrastructure.

**Your role**

As one of our initial Customer Relationship Managers, youll be a key member of our business development team to ensure we are driving adoption and engagement of our product. This role works with new and existing business and enterprise customers to ensure that they are extremely delighted by Ascend. You'll be responsible for effectively activating customers and building high customer satisfaction. Youll help create repeatable, scalable tactics to activate and engage our customer base.

Your goals are to drive adoption and customer engagement as well as gain insights and be the voice of your customers internally at Ascend. Your relationship with accounts will be critical both in terms of customer retention and ensuring that Ascend keeps a finger on the pulse of customer needs and interests. You can comfortably manage numerous customers at different stages of the customer lifecycle. You're a naturally curious person, get excited by understanding products in depth, and are great at communicating solutions to users.

You'll report to the Head of Strategic Partnerships, working closely with company leadership and product to constantly iterate and improve our deliverables and processes.

**Responsibilities will include**

* Manage all post-sales activity for Ascends business and enterprise customers through strong relationship-building, product knowledge, planning and execution

* Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs

* Increase customer retention by conducting regular check-in calls for tactical items and preparing monthly account reports for C-level executives and decision-makers

* Track accounts to identify churn risk and work actively to improve customer health and retention

* Function as the customer advocate and provide internal feedback on how Ascend can better serve our enterprise customers

* Partner with Sales to help scale Ascends internal processes and to improve sales processes based on customer feedback

* Partners with Product and Engineering on identifying product improvement requests and bugs

**You might be a good fit if you are/have**

* A strong desire to learn new skills and business problems; a self-starter who takes the initiative to get things done

* Comfortable with the ambiguity and pace of an early stage startup

* Able to drive customer onboarding, implementation and consultation

* A proactive team player with ideas about customer activation, churn mitigation, and proactive alerts and reports to improve customer experience

* Able to design and build out processes that align with customer needs, while enjoying working closely with customers

* High social IQ when it comes to customer service

* A Bachelors degree or strong work experience

* Prior customer success experience or equivalent

* Familiar with Salesforce, Zendesk, and other Software-as-a-Service (preferred)

* Experience in SaaS (preferred)

**Benefits**

* Competitive base salary and meaningful equity in a fast-growing company

* We have offices in NYC, SF Bay Area, and soon - Columbus

* Flexible vacation policy to encourage people to recharge and get offline

* Productivity stipend

* Parental leave and flexibility for families

* 100% world-class Health, Dental, Vision for you and your dependents

**Equal Opportunity**

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.