About Certificate Hero Certificate Hero is revolutionizing how insurance brokers manage certificates of insurance. With the power of generative AI, we’ve built an innovative SaaS platform that streamlines certificate processing for some of the largest insurance brokers in the industry. We're a remote-friendly startup with a rapidly growing team – and we’re looking for passionate individuals who want to help modernize the insurance space.
About the Role We’re hiring a Customer Success Associate with a strong background in commercial lines and certificate processing to guide customers from onboarding through ongoing adoption. You’ll be the trusted partner for our clients, ensuring they get the most value from our platform while acting as the voice of the customer within our development team.
This role blends customer success, training, product insight, and support. If you’re excited about solving real-world insurance problems with technology, this is a chance to make a major impact.
What You'll Do
Own customer onboarding and training – ensuring a smooth, confident transition onto Certificate Hero
Support sales by running product demonstrations and sharing expertise on workflows and certificate processes via Zoom, webinars or in person
Deliver ongoing support and education through check-ins, refresher trainings, and troubleshooting sessions
Build and maintain strong client relationships, becoming a go-to resource for best practices
Act as a liaison between customers and product/engineering, surfacing feedback and helping to validate releases
Help interpret insurance contract requirements to support client use cases
Proactively monitor customer health and usage trends, identifying friction points or opportunities for optimization
Create and maintain internal documentation, knowledge base content, and training materials
Assist with quality assurance testing and product validation to ensure smooth product releases
About You
3+ years of experience processing certificates of insurance with a broker or carrier
Familiarity with Vertafore or Applied Systems AMS platforms
Ability to understand and interpret insurance contract requirements
Experience presenting to clients or teams via Zoom, webinars or other video conferencing platforms
Detail-oriented and organized, with strong documentation skills
Customer-first mindset and excellent communication skills
Comfortable in a startup environment – flexible, proactive, and adaptable
Experience supporting or training customers in a SaaS setting is a strong plus
Why Join Us?
Join a mission-driven team tackling real industry pain points with cutting-edge technology
Work remotely with a collaborative, fast-paced, and supportive team
Play a key role in shaping the customer experience and product roadmap
Competitive salary and benefits package
Ready to make a real impact in the insurance tech space? Apply now and help us build something great together.
Certificate Hero is a modern SaaS solution that helps commercial insurance brokers issue and manage certificates of insurance more efficiently and accurately. The AI assisted technology automates much of the certificate process and introduces guardrails that help minimize errors and reduce E&O risk exposure. In addition, the platform mines data to surface actionable insights and hidden revenue opportunities.
