Senior customer success manager

Responsibilities

• Guide insureds through onboarding and ensure timely telematics activation across drivers and devices.
• Monitor account “health checks” and proactively reach out to resolve activation gaps or device issues.
• Serve as a trusted advisor to customers, managing inquiries related to policy servicing, billing, driver changes, and account maintenance.
• Analyze fleet and customer data to identify trends, compliance issues, and opportunities for improvement.
• Collaborate cross-functionally with Product, Engineering, and Operations to troubleshoot and remove friction in customer workflows.
• Document customer interactions, update CRM records, and contribute feedback to improve internal processes and customer experience.
• Support Customer Engagement Managers (CEMs) in executing monthly loss control reports and customer communications.
• Contribute to process innovation and scalability initiatives across the Customer Experience organization.

Skills and Qualifications

• 3–6 years of experience in Customer Success, Account Management, Insurance Services, or similar operational/customer-facing roles.
• Strong written and verbal communication skills with proven ability to build and manage customer relationships at all levels.
• Proficiency in Microsoft Excel; experience with Salesforce, HubSpot, Slack, and Atlassian Suite a plus.
• Highly organized self-starter with strong attention to detail.
• Experience managing complex, multi-divisional, or geographically distributed customers.
• Familiarity with commercial auto insurance and/or telematics-based programs preferred.
• Solutions-oriented, customer-focused mindset with a track record of improving processes and driving outcomes.