This post is part of a series sponsored by AgentSync.
When you’re shopping for the technology solution that’s going to transform the way your insurance business handles producer lifecycle management, you might look at a lot of things: Total cost of ownership, speed and ease of implementation, the software’s user interface, how well it integrates into your tech stack overall – just to name a few.
One area you might not immediately look at during your evaluation phase is customer success. After all, you’ve got way more to worry about while shopping for and trying to buy a compliance tech solution than what happens after you sign the deal. But hold on!
Customer success might be one of the most important things to think about, and you don’t want to wait until it’s too late and you’re already locked into a contract with a product that doesn’t deliver.
In the world of insurance technology (or any software for that matter) having a great platform isn’t enough. You need to know what you’re facing after the purchase, before you get there. It’s vital to have a dedicated team to help you maximize your new software’s value. That’s where Customer Success comes in. A Customer Success team serves as your strategic partner, ensuring you achieve your business goals and realize the full potential of your investment.
Having the right Customer Success team in place (or not) can make or break the results you achieve with the technology. We might be biased, but we think we’ve got some of the best in the industry here at AgentSync. Recently, we sat down with our Customer Success Managers (CSMs) to understand what makes their role unique and how they drive value for our customers. Their insights reveal why the Customer Success function isn’t just a nice-to-have, but a critical differentiator in your software purchasing decisions.
How does AgentSync’s approach to Customer Success differ from other companies?
The team highlighted several key differentiators:
- CSMs are brought in early during the sales process, ensuring a seamless transition between the sales team and the person who will nurture the relationship moving forward
- The team maintains a continuous improvement mindset beyond implementation, always looking for a customer’s next set of goals to achieve
- Customer Success is deeply embedded in AgentSync’s strategy, not an afterthought
- CSMs act as expert consultants rather than just technical account managers
“We really do adopt customer love across teams. At other places, existing customers can take a back burner to new business. At AgentSync, they’re very important, so much so that our product roadmap is largely driven by their requests.”
What makes working with insurance and compliance customers unique?
Our CSMs emphasized the fascinating complexity of the insurance industry. They work with customers who bring deep industry knowledge and face constant regulatory changes. What stands out is the diversity of challenges—from modernizing decades-old paper processes to helping companies navigate complex compliance requirements.
“Nothing in the industry is consistent. You have to be fluid and able to accept change. We get to hear the impact we’re having on people’s business, how we’re modernizing or transforming their entire approach to these complex tasks.”
“I had a customer using sticky notes and complex spreadsheets to track compliance. Showing them how to automate these processes in our platform completely transformed their daily work.”
How does the CSM-customer partnership work in practice?
One common thread across all the CSMs we spoke with was that they view themselves not only as their customer’s advocate within AgentSync, but also as extensions of their customers’ teams. They help move issues along and bridge the gap between what customers need and what AgentSync does.
This means our CSMs make a habit of:
- Conducting deep research on each customer’s company and industry
- Establishing clear goals and metrics for success
- Providing consistent follow-up and clear next steps after every interaction
- Connecting customers with best practices from similar organizations
“From the time I get assigned a customer, I do deep research on their business to try to understand as much as I can about the company’s background and history and who they are. I’m always having conversations, reading news, and asking about what’s going on at their organization outside of its relationship with AgentSync.”
How do CSMs collaborate with other teams to support customers?
At AgentSync, several of the CSMs we spoke with described working as “air traffic control” for customer needs, coordinating with:
- Support teams for technical issues
- Product teams for feature requests and roadmap updates
- Implementation teams during onboarding and future integrations
- Sales teams during renewals or when there’s a need for additional products and services
- Finance for billing questions
This coordination ensures customers have a single point of contact while still having access to expertise across the organization.
What role does leadership play in Customer Success?
Throughout our conversations with the customer success team, a consistent theme emerged about the importance of leadership buy-in. The team emphasized that executive involvement isn’t just talk—leaders actively participate in customer relationships and ensure Customer Success has the resources needed to deliver exceptional service.
“Customer love isn’t just a value written on the wall. Leadership has embedded it into how we operate, from our processes to our metrics to our daily decisions.”
If you’re not successful, why’re you doing it?
Sure, features and functionality matter, but having a dedicated partner focused on your success can transform good software into a great decision. And if you’re starting with great software (like AgentSync), a superstar CS team turns that into unbelievable business value.
Our conversation with the CS team revealed that effective Customer Success isn’t just about responding to problems. It’s about proactive partnership, deep industry knowledge, and a genuine commitment to customer outcomes. When evaluating software vendors, the Customer Success function shouldn’t be an afterthought—it should be a critical factor in your decision-making process.
If you’re still on the hunt for your ideal producer lifecycle management and license compliance partner, see how you can become another success story when you check out AgentSync.
The most important insurance news,in your inbox every business day.
Get the insurance industry’s trusted newsletter
