Customer Engagement Insights and Enablement Lead

About Us

At Resilience, we’re creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management.

Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities – and built by prominent leaders and innovators from the insurance, technology, and cybersecurity industries – Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations. 

Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies - all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one. 

Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team.  

The Customer Engagement Insights and Enablement Lead is a pivotal operational and strategic role designed to scale the effectiveness of our Customer Engagement (CE) teams. You will be the architect of the operational intelligence framework that powers our client retention and client portfolio loss control efforts.

The role is responsible for analyzing customer portfolio loss control data to identify trends, assess risk exposure, and provide actionable insights to guide customer engagement team members to strengthen cyber risk management strategies with customers. In addition, this position supports CE by preparing the client-facing team with the necessary data, insights, and enablement materials to drive informed discussions during customer calls.

By combining analytical expertise with proactive customer engagement support, the role ensures both internal teams and customers are equipped to make data-driven decisions that enhance risk mitigation and business outcomes. This is a non-client-facing role focused on building the data-driven foundation that enables our frontline CE teams to deliver world-class, proactive loss control by enabling our clients to use cyber risk quantification to make better cyber security investment decisions.

• Client Loss Control Intelligence:
• Customer Portfolio Loss Control Insights: Create and maintain loss control-focused customer portfolio data insights and ensure that CE, Product, Marketing, Underwriting, and Sales teams have easy access to up-to-date client intelligence to inform their strategies.
• Customer Portfolio Loss Control Action Planning: Based on customer portfolio loss control analysis, create portfolio and individual account action plans for client-facing CE team members to work with customers in order to drive down cyber risk across the customer portfolio.
• Customer Engagement Team Enablement
• Customer Briefs: Use LLMs to analyze client information (i.e. SEC 10-k), engagement call transcripts, and peer group knowledge to create onboarding and pre-call briefs that include key client commitments, product feedback, competitor mentions, and overall sentiment for the client-facing team.
• Reference Guide Creation: Translate technical loss control subject matter into clear, compelling one-page customer-facing reference guides for use by client-facing teams.
• Project Management: Track and support large, cross-functional CE projects, ensuring they stay on track to meet our strategic objectives.
• Client Engagement Metrics: Identify, define, and recommend automations to collect the key metrics needed to track client engagement. Collaborate with business intelligence to develop dashboards to monitor the health of the overall client portfolio and individual accounts.
• Portfolio Analysis & Reporting: Analyze data across the client portfolio to identify trends and the root causes of losses and client churn. Provide actionable reports and insights to leadership to inform and shape our loss control and retention strategies.

• Bachelor’s or Master’s degree in Business Administration, Data Science, Information Systems, or a related field.
• 7+ years of experience in a business analysis, consulting, or enablement role, preferably within a SaaS, technology, or professional services environment.
• Skills and Competencies
• Communication & Collaboration: Excellent writing and communication skills, with the ability to distill complex ideas into concise, business-ready deliverables and build relationships and work effectively with diverse stakeholders across technical and non-technical teams.
• Self-Starter: Must be proactive with minimal hands-on direction and an entrepreneurial mindset -  constantly seeking out new methods to solve problems and improve the status quo.
• Organized: Must be detail-oriented and able to manage multiple projects simultaneously.
• Impact through Influence: This is not a people manager role. In order to be successful, this person will need to create value via a one to many relationship.
• Data-Driven Strategist: Ability to think critically and analytically about data-driven insights and create actions for the CE team based on those insights.
• Adaptability: Thrives in a fast-paced, dynamic environment where priorities may evolve quickly.
• LLM Experience: Strong practical experience in designing and implementing LLM-based workflows for business purposes. This includes skills in prompt engineering with models like Gemini, workflow integration, and leveraging conversation intelligence platforms like Gong for analysis.
• Technical Proficiency:
• Customer Engagement Platforms: Familiarity with Customer Success platforms (Gainsight) and CRM tools (Hubspot).
• Operations & Collaboration Stack: Proficiency in project management tools (Asana), internal communication platforms (Slack), and customer service software (Zendesk).
• Business Applications: Advanced proficiency in Google Workspace or Microsoft Office Suite.

What Resilience Offers You

Innovative company culture

Flexible work schedules

Family paid leave

Paid healthcare for employees

401k

Professional development & career advancements

Flexible paid time off

Employee referral bonus

Accommodations and Accessibility

We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please let your recruiter contact know.

Beware of Job Scams

Resilience is excited to welcome talented individuals to explore career opportunities with us. However, we urge you to stay vigilant against recruitment scams where fraudsters may impersonate our company. We will never ask for payments, conduct interviews via chat rooms, or contact candidates from personal email accounts. All job applications must be submitted through our official platform at lever.co, and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please contact us directly at [email protected] to verify authenticity. Thank you for helping us maintain a safe and secure recruitment process.