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We are seeking an insurance professional with experience or exposure to Special Investigation Units (SIU), insurance fraud, claims, or investigations to join a growing insurtech company in its Customer Success organization.
This is an excellent opportunity for someone earlier in their career who understands the insurance investigation environment and wants to transition into a broader, client-facing technology role. You don't need a traditional SaaS customer success background. We are looking for someone who understands how SIU and claims organizations operate, enjoys working with people, learns quickly, and is excited about building a career in insurance technology.
You will work closely with insurance carriers, SIU teams, and investigative organizations to help customers successfully adopt the company's technology, understand how to use it within their workflows, and achieve measurable results from the platform.
What You'll Do
- Build relationships with customers and become a trusted day-to-day resource.
- Learn how each customer's SIU, claims, fraud, or investigative operation works and understand the challenges they are trying to solve.
- Maintain regular communication with customers through calls, emails, account reviews, and success-planning conversations.
- Help customers understand how to use the platform effectively within their investigative and claims workflows.
- Support customer onboarding, training, and ongoing adoption.
- Monitor platform usage, customer engagement, health scores, and performance information to identify potential issues or opportunities.
- Proactively follow up with customers when engagement drops or they may need additional support.
- Gather customer feedback and communicate recurring needs and challenges to Product, Sales, Operations, and other internal teams.
- Assist with renewals and identify situations where additional platform capabilities may provide value.
- Work closely with Sales to ensure a smooth transition from the initial sale into the ongoing customer relationship.
- Help improve internal customer success processes, documentation, reporting, and account-management practices.
- Take on operational and administrative responsibilities when needed to keep customer initiatives moving forward.
What We're Looking For
Strong candidates may come from various insurance and investigative backgrounds, including:
- SIU Analyst or SIU Coordinator.
- Insurance Fraud Analyst.
- Claims Analyst or Claims Specialist.
- Claims Operations or Claims Administration.
- SIU operations or administrative support.
- Insurance investigations.
- Private investigation firms working with insurance carriers.
- Entry-level or developing claims professionals with exposure to fraud or SIU.
- Insurance operations roles supporting claims or investigations.
Prior customer success or SaaS experience is helpful but not required.
The Ideal Candidate
You are someone who:
- Has a working knowledge of P&C insurance, claims, SIU, fraud, or investigations.
- Can communicate comfortably with investigators, adjusters, claims professionals, and insurance customers.
- Enjoys helping people solve problems and is naturally customer-focused.
- Is curious about how insurance organizations operate and why different workflows exist.
- Is comfortable learning technology and explaining software to others.
- Is organized and capable of managing multiple customers, tasks, and priorities.
- Pays attention to data and can recognize trends in customer usage or performance.
- Is a strong listener who can pick up on customer needs and potential opportunities.
- Has enough commercial awareness to recognize when a customer could benefit from an additional service or capability.
- Is coachable, motivated, and interested in developing beyond your current role.
- Is comfortable asking questions, taking initiative, and figuring things out when a process is not clearly defined.
- Is willing to roll up their sleeves and handle both customer-facing and behind-the-scenes work.
- Can work effectively within a global, remote-first team.
Why This Opportunity
This role provides a path for someone with SIU, claims, or investigative experience to move into the growing insurtech industry without leaving their insurance knowledge behind.
You will gain exposure to customer success, SaaS technology, analytics, customer strategy, renewals, account growth, product feedback, and customer onboarding while continuing to work with insurance and investigation professionals.
Rather than being limited to one piece of the claims or investigation process, you will have the opportunity to work with multiple customers, understand different approaches to fraud and claims management, and help organizations use technology more effectively.
The company is growing, and its processes continue to evolve. This is a strong fit for someone who is adaptable, eager to learn, comfortable with change, and excited to make an impact rather than simply follow an established playbook.
JOB ID: 181256
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Warren Mead