Note: The job is a remote job and is open to candidates in USA. Next Call Club (NCC) helps independent insurance agents grow their business, and they are seeking a Customer Success Manager to maintain and enhance client relationships. The role involves monitoring client communications, managing onboarding processes, and proactively addressing client challenges to ensure satisfaction and retention.
Responsibilities
- Monitor client messages across Slack and live chat and respond quickly - our speed is a competitive advantage
- Keep clients communicating and engaged by meeting monthly, asking questions, and pre-empting challenges and problems
- Do a monthly deep-dive on every client cancellation. Figure out why they left. Build a case for how we stop it from happening again
- Own the HubSpot ticketing pipeline. Every open issue should be moving to resolve customer issues quickly
- Manage onboarding for new agent clients. Lead the kickoff call. Make sure they are set up, trained, and actually using what they paid for. After that, you run monthly check-ins focused on root cause problem solving. Not status updates. Not small talk. What is broken, why, and what are we doing about it
- Build and maintain an at-risk scoring system. Clients who are drifting should get flagged before they cancel, not after
- Work alongside the sales team to spot upsell and upgrade opportunities in your existing book
- Keep a professional presence on LinkedIn and Facebook. Our clients are active there. You should be too. This is not optional and we’re 100% comfortable with making a “work” account so as to not blur your personal and professional life if you so choose
Skills
- Presents well and carries themselves with confidence
- Is sharp with data - You don't need to be a data scientist, but you need to be able to look at a dashboard and understand what it's telling you and what to do about it
- Follow up without being asked - If you are a person who closes the loop and communicates effectively you will be great at this job
- Is honest when something is wrong - Clients don't need us to be perfect, but they want us to be honest and take ownership
- Can hold a business conversation - You should be able to talk about a client's close rate and what it means for their ROI + other metrics
- Manages CRM tools well - We use HubSpot and if you've used another CRM, you'll learn fast
- Is comfortable traveling to a handful of events per year and showing up as a face of NCC
- Insurance experience is not required but is a plus
Benefits
- Commission tied to client retention and growth within your book of accounts.
- This is a Base + Commission role paid through a W2.
- Estimated Bonuses of $10,000 to $15,000 per year.
- We offer Health, Vision, and Dental Insurance + Mental Health Benefits.
- 25 days of PTO per year with a “light december.”
- Up to $5,500 per year in education reimbursement.
- Fully remote. Now and forever.
- Travel to 4 to 8 industry events per year. Get out of the house and represent and see some new places in the meantime!
Company Overview