Product Lead (Customer Success & Onboarding)

Description

About Mozart
Mozart is Verisk's cloud-based, AI-driven platform that modernizes and automates the insurance forms lifecycle. The platform serves as a centralized system for ISO and proprietary forms, supporting drafting, collaboration, workflow management, analytics, reporting, and AI-powered content comparison. 
We are seeking a highly motivated Customer Success & Onboarding Product Lead to support customer implementation, drive adoption, and ensure long-term customer success with the Mozart platform. This individual will support customers onboarding, training, rollout, and ongoing engagement.
The ideal candidate combines customer relationship management, training, and business consulting skills to help customers maximize the value in Mozart while driving customer satisfaction, retention, and product enhancement opportunities. 

Responsibilities

Customer Onboarding & Implementation
•    Support the end-to-end onboarding process for new Mozart customers, ensuring timely and successful deployment of Mozart.
•    Conduct discovery sessions to understand customer goals, workflows, success criteria, and rollout priorities.
•    Develop and manage implementation plans, timelines, milestones, and customer communications.
•    Coordinate customer setup activities, including customer instances and administrative settings.
•    Guide customers through the Mozart platform and modules to ensure a thorough understanding of each Mozart function and capabilities. 
•    Supports and investigates customer outreach, including troubleshooting with development teams and collaborating with other business stakeholders.
•    Collaborate with Mozart business stakeholders on future Mozart enhancements.
•    Drive customer adoption and utilization of Mozart across Mozart customers and users
•    Facilitates and supports monthly and quarterly customer check in calls to review roadmap of new enhancements.
•    Gather and document customer feedback, enhancement requests, and emerging market needs.
•    Help shape future onboarding materials, playbooks, and customer success processes.

Qualifications

•    Bachelor's degree in Business, Insurance, Technology, or a related field.
•    3–5+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or Training.
•    Exceptional communication and presentation skills.
•    Strong project management and organizational capabilities.
•    Experience managing multiple customer implementations simultaneously.
•    Ability to work cross-functionally with sales, product, support, and development teams.
•    Strong problem-solving and customer relationship skills.
 

Preferred
•    Experience in the insurance industry, particularly forms, product development, underwriting, compliance, or policy administration.
•    Experience with SaaS platforms and enterprise software implementations.
•    Experience delivering customer training and facilitating presentations and demos

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