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Enterprise Customer Success Manager — Insurance Tech
ABOUT THE COMPANY Progressive is a leading American insurance company founded in 1937 with a mission to provide affordable insurance options to its customers. With over $40 billion in revenue and a workforce of over 60,000 employees, Progressive is known for its innovative approach to insurance, culture of community involvement, and commitment to diversity, equity, and inclusion. As a great place to work, Progressive has been recognized by Fortune Magazine as one of the Best Places to Work in IT and by the Human Rights Campaign as a Best Place to Work for LGBTQ Equality. ROLE OVERVIEW The Enterprise Customer Success Manager will play a crucial role in driving customer satisfaction and retention by ensuring that Progressive's enterprise-level clients receive exceptional support and service. Reporting to the Director of Customer Success, this highly motivated individual will work closely with cross-functional teams to develop and execute tailored customer success strategies, conduct regular business reviews, and identify opportunities for growth and improvement. KEY RESPONSIBILITIES Develop and execute comprehensive customer success plans to drive retention and growth for enterprise-level clients. Conduct regular business reviews with clients to understand their needs, provide guidance on best practices, and identify opportunities for improvement. Collaborate with cross-functional teams, including sales, marketing, and product, to develop and execute strategic initiatives that drive customer satisfaction and retention. Identify and prioritize customer pain points, and develop solutions to address them. Analyze customer data and metrics to identify trends and areas for improvement. Provide excellent customer service and support, responding to client inquiries and concerns in a timely and professional manner. Develop and maintain strong relationships with clients, stakeholders, and internal partners to ensure seamless execution of customer success initiatives. Identify and pursue new business opportunities, including upselling and cross-selling to existing clients. Stay up-to-date on industry trends, competitor activity, and emerging technologies to ensure Progressive remains competitive and innovative. REQUIRED QUALIFICATIONS 5+ years of experience in a customer success or account management role, preferably in the insurance or financial services industry. Bachelor's degree in a related field, such as business, communications, or marketing. Proven track record of driving customer satisfaction and retention, with a focus on building strong relationships and delivering exceptional service. Excellent communication and interpersonal skills, with the ability to effectively present to clients and internal stakeholders. Strong analytical and problem-solving skills, with the ability to analyze data and metrics to identify trends and areas for improvement. Ability to work in a fast-paced, dynamic environment and prioritize multiple projects and initiatives. PREFERRED QUALIFICATIONS Experience working with Salesforce or other customer relationship management (CRM) systems. Knowledge of insurance industry trends, technologies, and best practices. Certifications in customer success, sales, or marketing would be a plus. WHAT WE OFFER $50,000 - $80,000 base salary, depending on experience and qualifications. Comprehensive health insurance, including medical, dental, and vision coverage. 401(k) retirement plan with company match. 20 days of paid vacation, plus 10 paid holidays. $1,000 annual learning and development budget. Flexible remote work policy, with the option to work from home or in our office. Opportunities for growth and professional development, including training, mentorship, and career advancement. ABOUT THE TEAM Our team is a diverse group of customer success professionals who are passionate about delivering exceptional service and support to our clients. We are a collaborative and dynamic team that values open communication, creativity, and innovation. We are proud of our recent wins, including a 20% increase in customer satisfaction and a 15% increase in revenue growth. HOW TO APPLY To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
