Head of Customer Success (On-Site)

The Role

We are looking for a Head of Customer Success! As head of Customer Success, you will report to the Chief Experience Officer and be responsible for scaling & leading a first-class customer success team within the InsurTech field. You will help fuel Cover Whale's success by building our foundation in exceptional customer rapport with our consumer base and driving the strategic priorities of the Customer Service Team. You will think both strategically & tactically - from the creation of customer lifecycle processes to the details of managing and executing new initiatives in driving customer delight.

You will play a leading role in improving customer relations, leading a team, and delivering timely customer service. Above all, you will work closely with the Customer Operations team to establish a platform that provides a fast, effective, and delightful customer experience at all points of the customer journey.

We are searching for creative minds that are excited to take on challenges in the immediate while providing vision to the future. We want builders, innovators, dynamic problem solvers, and those that can not only think outside the box but collaborate outside the box.

Please note: This is an on-site role with the requirement to be in the office at least 4 times per week.

Responsibilities:

• Hire, mentor and direct team of Managers, Analysts and Associates
• The ultimate ownership of outcomes including adoption, health score, retention revenue, renewal rate, expansion revenue, churn rate and advocacy
• Expand revenue and coach the team to actively identify upsell and cross-sell opportunities
• Partner with business development leaders and offer account insight to build pipeline volume and accelerate expansion velocity
• Drive new business growth and establish loyalty, advocacy, and referral program(s) in coordination with marketing and business development
• Measure, analyze, and improve the effectiveness of the team in coordination with the Head of Customer Ops; track and optimize key metrics
• Create and deploy optimal client lifecycles and establish best practice playbooks
• Map customer journeys, optimize the client's lifecycle and heath score; identify listening points and standardized actions at each journey point
• Establish a scalable segmentation strategy; build interventions for each key moment in the journey and identify areas for continuous improvement
• Optimize effectiveness by leveraging data and technology to proactively measure, monitor and predict customer behavior

Compensation:

The Expected base pay for the role will be between $240,000-$250,000 at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include discretionary bonus and other Cover Whale-sponsored total rewards/benefits.

Requirements

Education and Experience:• Minimum a Bachelor's degree in a related field• Excellent track record of achieving outstanding results in customer experience transformation• 10+ years in customer success/insurance/auto/underwriting experience• 7+ years of leadership experience

Must-Have Skills/Abilities• Knowledge of the insurance industry and the InsurTech space• Excellent communication and problem-solving skills• Ability to work in a fast-paced environment• Ability to multitask and prioritize tasks• Ability to think strategically and analytically

Benefits

Education and Experience:• Minimum a Bachelor's degree in a related field• Excellent track record of achieving outstanding results in customer experience transformation• 10+ years in customer success/insurance/auto/underwriting experience• 7+ years of leadership experience

Must-Have Skills/Abilities• Knowledge of the insurance industry and the InsurTech space• Excellent communication and problem-solving skills• Ability to work in a fast-paced environment• Ability to multitask and prioritize tasks• Ability to think strategically and analytically