Customer Success Manager
New
United StatesFull-TimeMiddle
SalaryBase salary starts $55,000 to $65,000 per year. OTE (On-Target Earnings): $80,000.
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Job Details
- Required Skills
- Data AnalysisAccount ManagementCRMCustomer SuccessHubSpotSlack
Requirements
- Ability to present well and carry oneself with confidence when engaging with business owners.
- Strong data literacy, including the ability to interpret dashboards and translate insights into action.
- Proven ability to close the loop and communicate effectively without requiring prompting.
- Honesty and willingness to take ownership when issues arise.
- Capability to hold consultative business conversations regarding client metrics, ROI, and performance.
- Proficiency with CRM tools, specifically HubSpot.
- Comfortable traveling to 4-8 industry events per year to represent the company.
- Willingness to maintain a professional social media presence on LinkedIn and Facebook.
- Capacity to learn the insurance industry quickly, if not already experienced.
Responsibilities
- Monitor client messages across Slack and live chat to respond quickly to issues.
- Lead onboarding for new agent clients, including conducting kickoff calls and ensuring successful training.
- Manage the HubSpot ticketing pipeline to resolve customer issues efficiently.
- Conduct monthly check-ins with clients focused on root-cause problem solving.
- Build and maintain an at-risk scoring system to identify clients in danger of cancelling.
- Analyze monthly client cancellations to identify root causes and develop strategies to prevent future churn.
- Collaborate with the sales team to identify upsell and upgrade opportunities.
- Maintain a professional presence on LinkedIn and Facebook to engage with clients.
- Represent the company at 4 to 8 industry events, conferences, and client summits per year.
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