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Customer Success Manager

Roots Automation

Roots Automation

New York, NY, USA
Posted on Thursday, February 1, 2024

Customer Success Manager

The customer success team at Roots Automation is seeking a manager interested in leading a team of project managers to successfully onboard and maintain Digital Coworkers for Roots customers. The ideal candidate is adept at driving digital strategy, guiding agile technology implementations, and leading project teams.

Our ideal candidate has these qualifications and will manage these responsibilities to achieve success:


Lead, inspire, and develop a high-performing team of technology professionals to understand Roots customers’ business objectives and challenges and align technology solutions accordingly.

Foster a collaborative and innovative team culture, ensuring alignment with company goals.

Train & govern Project Managers on project delivery and ensure the project timelines are met.

Undertake innovative methods of process improvement(s) and launch projects enabling efficiency and enhanced customer experience to ensure overall satisfaction.

Provide mentorship and guidance to team members to enhance their skills and career growth.

Apply a consultative mindset to understand customer challenges, provide strategic guidance to customers on technology adoption and implementation, and recommend tailored technology solutions for insurance customers.

Collaborate with customers, AI and software development teams to help steer product direction and enhancements to benefit customers.

Collaborate with sales to define project scopes, objectives, and deliverables.

Possess a deep understanding of our technology offerings and stay abreast of industry trends.

Capable of accurately assessing key business metrics and situations from a firm, organization, and leader’s perspective


7-10 years of experience in a customer-facing technology role

Proven leadership skills in guiding and managing cross-functional teams with a demonstrated ability to drive transformational agendas.

Demonstrated expertise in process improvement and LEAN management methodologies.

Well versed in agile project management approach, leveraging tools like Miro, Jira and Confluence

Strong understanding of insurance industry

Ability to manage executive stakeholders and foster relationships in group and in one-on-one settings

Excellent analytical skills

Project management certification (e.g., PMP) is a plus.