AVP, Customer Success

This is a fully remote position, open to applicants in Kentucky, +1 more location.

📋 Description

• Define and implement the strategic vision, objectives, and priorities for the Customer Success organization.

• Guide, mentor, and develop Customer Success leaders and team members while promoting a high-performance, customer-focused culture.

• Take ownership of customer retention, satisfaction, adoption, and account growth goals across the carrier portfolio.

• Act as the executive sponsor for key insurance carrier partnerships and maintain trusted relationships with carrier leadership.

• Collaborate with Strategic Accounts, Sales, and Executive Leadership on contract renewals, account expansions, and long-term growth strategies.

• Facilitate executive business reviews and customer success planning meetings with strategic carrier partners.

• Track customer health, adoption, utilization, and satisfaction metrics to uncover risks and opportunities for growth.

• Serve as the top escalation point for major customer issues, service challenges, and contract-sensitive matters.

• Work alongside Operations, Field Operations, Quality Assurance, Product, and Technology teams to ensure service delivery meets customer expectations and contractual obligations.

• Advocate for the voice of the customer and shape organizational priorities based on customer feedback and market insights.

• Create customer success processes, reporting frameworks, and performance metrics to support growth, scalability, and operational excellence.

• Ensure Salesforce and other customer management systems accurately capture customer activity, engagement, health indicators, and business opportunities.

• Assess customer success performance and introduce ongoing improvement initiatives.

• Engage in strategic planning and organizational growth initiatives.

• Meet objectives related to customer retention, renewal, satisfaction, adoption, utilization, revenue retention, and expansion.

• Maintain precise Salesforce reporting, customer health monitoring, and account documentation.

⛳️ Requirements

• Bachelor's degree in Business, Insurance, Marketing, Communications, or a related field.

• Over 10 years of progressive experience in Customer Success, Strategic Accounts, Client Services, or Account Management.

• More than 5 years of experience leading managers and customer-facing teams.

• Direct experience working with insurance carriers, claims organizations, or insurance service providers.

• Proven track record of managing enterprise-level customer relationships successfully.

• Strong skills in strategic planning, leadership, communication, and problem-solving.

• Familiarity with CRM platforms, preferably Salesforce.

• Preferred: Master's degree in Business Administration or a related field.

• Preferred: Experience in property and casualty insurance, claims services, inspection services, or InsurTech organizations.

• Preferred: Experience in leading large-scale customer success or client experience functions.

• Preferred: Demonstrated ability to spearhead organizational change and customer-focused transformation initiatives.

• Approximately 5% travel required to office headquarters in Louisville, Kentucky, and Atlanta, Georgia.

• May necessitate occasional weekend or evening availability based on deployment/maintenance schedules or other business needs.

• Must be capable of routinely using standard office equipment.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401K with company match.

• Paid time off (PTO).

• Professional development and certification reimbursement.

• Short- and long-term disability insurance.

• AD&D insurance.

• Life insurance.

• Flexible remote work arrangement.