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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success leadership, strategic planning, and relationship management, with a strong focus on customer retention and satisfaction metrics. Proficient in utilizing Salesforce and developing processes that drive operational excellence and growth within the insurance sector.
Highest-signal resume keywords
Customer Success LeadershipStrategic PlanningSalesforce UtilizationInsurance Carrier Relationship ManagementEnterprise-Level Customer Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionAccount Growth ObjectivesPerformance Metrics DevelopmentContinuous Improvement InitiativesCustomer Health Monitoring
Soft Skills
LeadershipCommunicationProblem-SolvingCoachingCustomer-Centric Culture Development
Tools & Technologies
SalesforceCRM Platforms
Certifications & Qualifications
Bachelor's DegreeMaster's Degree (Preferred)
Industry Keywords
InsuranceProperty and Casualty InsuranceClaims ServicesInsurTechClient Services
About the role
Key responsibilities & impact- Establish and execute the strategic vision, goals, and priorities for the Customer Success organization
- Lead, coach, and develop Customer Success leaders and team members while fostering a high-performance, customer-centric culture
- Own customer retention, satisfaction, adoption, and account growth objectives across the carrier portfolio
- Serve as executive sponsor for key insurance carrier relationships and maintain trusted partnerships with carrier leadership
- Partner with Strategic Accounts, Sales, and Executive Leadership on contract renewals, account expansion, and long-term growth initiatives
- Lead executive business reviews and customer success planning sessions with strategic carrier partners
- Monitor customer health, adoption, utilization, and satisfaction metrics to identify risks and growth opportunities
- Serve as the senior escalation point for significant customer concerns, service issues, and contract-sensitive matters
- Partner with Operations, Field Operations, Quality Assurance, Product, and Technology teams to align service delivery with customer expectations and contractual commitments
- Champion the voice of the customer and influence organizational priorities based on customer feedback and market insights
- Develop customer success processes, reporting frameworks, and performance metrics supporting growth, scalability, and operational excellence
- Ensure Salesforce and other customer management systems accurately reflect customer activity, engagement, health indicators, and business opportunities
- Evaluate customer success performance and implement continuous improvement initiatives
- Participate in strategic planning and organizational growth initiatives
- Achieve customer retention, renewal, satisfaction, adoption, utilization, revenue retention, and expansion objectives
- Maintain accurate Salesforce reporting, customer health tracking, and account documentation
Requirements
What you’ll need- Bachelor's degree in Business, Insurance, Marketing, Communications, or related field
- 10+ years of progressive experience in Customer Success, Strategic Accounts, Client Services, or Account Management
- 5+ years leading managers and customer-facing teams
- Experience working directly with insurance carriers, claims organizations, or insurance service providers
- Demonstrated success managing enterprise-level customer relationships
- Strong strategic planning, leadership, communication, and problem-solving skills
- Experience utilizing CRM platforms, preferably Salesforce
- Preferred: Master's degree in Business Administration or related field
- Preferred: Experience within property and casualty insurance, claims services, inspection services, or InsurTech organizations
- Preferred: Experience leading large-scale customer success or client experience functions
- Preferred: Proven ability to lead organizational change and customer-focused transformation initiatives
- Approximately 5% travel requirement to office headquarters in Louisville, Kentucky, and Atlanta, Georgia
- May require occasional weekend or evening availability based on deployment/maintenance schedule or other business needs
- Must be able to routinely use standard office equipment
Benefits
Comp & perks- Health, dental and vision insurance
- 401K with company match
- Paid time off (PTO)
- Professional development and certification reimbursement
- Short- and long-term disability insurance
- AD&D insurance
- Life insurance
- Flexible remote work arrangement