About the Opportunity
The hiring organization is seeking a Senior Customer Success Manager for a full-time, remote position within the United States. This role focuses on guiding accounts through onboarding, managing ongoing policy and account operations, analyzing fleet and customer data, and driving process improvements across the customer lifecycle.
Key Responsibilities
- Guide insured clients through onboarding and ensure timely telematics activation across drivers and devices.
- Monitor account health checks and proactively address activation gaps or device issues.
- Serve as a trusted advisor to customers, handling inquiries regarding policy servicing, billing, driver changes, and general account maintenance.
- Analyze fleet and customer data to detect trends, identify compliance issues, and uncover opportunities for operational improvement.
- Collaborate cross-functionally with Product, Engineering, and Operations teams to troubleshoot issues and remove friction in customer workflows.
- Document customer interactions, maintain accurate CRM records, and deliver feedback to enhance internal workflows and the client experience.
- Support Customer Engagement Managers in generating and executing monthly loss control reports and customer communications.
- Contribute to process innovation and scalability initiatives across the customer experience organization.
Required Qualifications
- 3 to 6 years of experience in customer success, account management, insurance services, or related operational or customer-facing roles.
- Proven experience managing complex, multi-divisional, or geographically distributed accounts.
- Proficiency in Microsoft Excel.
- Strong written and verbal communication skills with the ability to build and manage relationships across all stakeholder levels.
- Demonstrated track record of being a highly organized self-starter with strong attention to detail.
- Solutions-oriented, customer-focused mindset with proven experience improving processes and driving successful outcomes.
Preferred Qualifications
- Experience with Salesforce, HubSpot, Slack, and the Atlassian Suite.
- Familiarity with commercial auto insurance, telematics-based programs, or both.
Role Details
- Role Title: Senior Customer Success Manager
- Employment Type: Full time
- Location: Remote (United States)