Position: Strategic Customer Success Manager (Insurance Carriers)

Wisedocs is a fast-growing, venture-backed AI platform that transforms how insurance companies analyze claims. With ~$20M USD raised, 100+ team members globally, and 90+ customers across North America and Australia, we’re doubling revenue year over year.

Founded by experts who’ve experienced the claims process firsthand, Wisedocs combines deep domain knowledge with next‑gen AI trained on 100M+ documents. Our platform turns complex medical records into clear, structured insights—backed by expert human oversight.

Join a mission‑driven team building intelligent products that cut through complexity, accelerate decision‑making, and make a real impact when it matters most.

This is a remote role with twice‑yearly on‑site presence required in Downtown Toronto.

Role Summary

Wisedocs is expanding our partnerships with large insurance carriers, and this role plays a critical part in that growth. Our largest customers operate complex, high‑volume claims environments that require thoughtful relationship management, deep operational understanding, and proactive leadership. As our first Strategic Customer Success Manager focused on insurance carriers, you will help define how we support enterprise customers, navigate complexity, and deliver long‑term value.

The Strategic Customer Success Manager (Strategic CSM) is responsible for the success, retention, and renewal of Wisedocs’ largest and most complex insurance carrier customers. This role partners closely with claims operations, medical management, and leadership teams to ensure Wisedocs is deeply embedded into core claims workflows.

This is a highly senior, strategic role requiring deep insurance and claims operations understanding, strong executive presence, and the ability to lead complex, multi‑stakeholder accounts through change, risk, and renewal.

What you’ll be doing :

• Strategic Partnership & Customer Leadership:

Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long‑term value realization, and account direction. Lead strategic check‑ins, business reviews, and planning conversations that align Wisedocs to customer operational goals. Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders.

• Renewal Ownership:

Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning. Proactively identify value gaps or risks well ahead of renewal timelines. Prepare executive‑level business impact summaries, usage insights, and alignment materials. You will approach renewals as a continuation of partnership, grounded in demonstrated value, operational outcomes, and trust.

• Risk Management & Escalation Handling:

Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends. Respond quickly and empathetically to escalations, providing clear timelines and follow‑up. Partner cross‑functionally to drive resolution. Maintain structured documentation of issues, root causes, and action plans.

• Cross‑Functional Leadership:

Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support. Work within a pod structure to ensure coordinated support for large carriers. Surface patterns from customer files and behaviours to inform product roadmap discussions. Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success motion.

What

Impact You Will Make

• Strengthen relationships with Wisedocs’ largest insurance carriers through proactive engagement, thoughtful business reviews, and consistent follow‑through.
• Drive retention and renewal outcomes by helping customers clearly understand and realize value within their claims workflows.
• Reduce operational friction and escalations through early risk identification and structured intervention.
• Influence product direction by bringing forward clear, customer‑informed insights from complex carrier environments.

What Experience We Need

• 10+ years managing enterprise customers in SaaS.
• Strong understanding of…