EverQuote

Customer Success Manager

• Directly manage the Accelerated Customer Success team of approximately 12 Business Consultants
• Assess individual strengths and growth areas
• Run weekly 1:1s, monthly performance check-ins, and quarterly performance reviews
• Recruit, interview, and hire Customer Success talent as needed
• Build team culture and morale through team-building activities
• Coach Business Consultants on sales strategies for cross-sell and upsell opportunities
• Train the team on Customer Success best practices to reduce revenue churn and improve customer satisfaction
• Deliver written and verbal feedback on strengths and growth areas
• Create development opportunities for team members
• Own monthly and quarterly revenue growth and customer/revenue retention targets
• Build and refine tools and strategies to help Business Consultants hit Customer Success targets
• Partner cross-functionally with Sales, Product, Engineering, Sales Operations & Strategy, and Marketing
• Use data and reporting to prioritize workflow and connect activity to outcomes
• Serve as the escalation point for customer escalations and mitigate churn risk
• Build strategic relationships with major Accelerated accounts
• Apply product, customer, and carrier-specific industry knowledge to drive positive outcomes
• Report to the Director, Customer Success