Insurance Client Manager

Who we are:

Hi, we’re SambaSafety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.

We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it; we’ve been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid 4.9-star rating on Glassdoor.

What You’ll Do:

Customer Success is SambaSafety’s customer management organization, focused on client retention and growing our current customer base through expansion by delivering exceptional service to SambaSafety’s largest and most strategic customers. We are looking for an Insurance Customer Success Manager to advance their book of business throughout the customer journey by leveraging strong customer relationships and execution of strategy to maximize each customer’s business outcome goals. You need to be curious, empathetic, great listening, and passionate about helping customers succeed.

• Partner with assigned high-value customers to develop strategic account plans aligned with their business goals and ensure maximum value is derived from your SaaS platform.
• Manage customer relationships focused on ensuring high levels of customer satisfaction and retention through developing and/or managing critical customer strategies.
• Conduct in-depth customer analyses to identify opportunities for product adoption, upselling, and cross-selling.
• Proactively manage customer health and identify potential churn risks, developing strategies for retention and growth.
• Collaborate with product, sales, and engineering teams to address customer needs and ensure a seamless customer experience.
• Track and analyze key customer success metrics (retention rate, net promoter score, etc.) and report on progress towards achieving customer and company goals.
• Partner with Implementation Services to ensure successful transitions of new customers as they progress through the customer journey, starting with adoption.
• Identify trends and best practices across the customer base and share insights to improve the overall customer success strategy.
• Serve as a trusted advisor and advocating for customers through operational management oversight, technical support, best practices, and domain expertise.
• Discover how customers truly engage with SambaSafety and advance book of business through the customer journey by identifying white space growth and putting a strategic plan in place to capitalize on contract renewal and expansion opportunities.
• Promote the understanding of SambaSafety’s services and product offerings to meet customer needs and goals by educating existing customers on feature-functionality of capabilities.
• Serve as the point of contact, prioritizing and driving resolution on escalated high-priority and urgent customer issues.
• Effectively and delightfully communicate with customers through phone, email, and on-site visits to drive customer engagement and impact.
• Develop and deliver high-impact presentations and reports to executives and stakeholders to highlight progress, solicit feedback, and generate strategy plans for positive impact to book of business.
• Successfully execute current install base outreach campaign to drive Customer Success disciplines with SMB customers.
• Continuously provide improvement best practices with the Customer Success Representative teams to execute optimal customer communications.

What you’ll need:

• 2-3 years of Auto Insurance Experience Required
• Customer Success Management experience or customer service leadership experience preferred
• BA/BS Degree in a related discipline or equivalent experience; MBA is a plus
• Be obsessed with Customers.
• Obsession with the customer experience and a consummate champion for the customer.
• Outstanding collaboration skills and the ability to internally navigate to make progress on key customer impacting initiatives.
• Ability to navigate in complex platforms, understand current and future business requirements and translate into understanding of customer needs and opportunities.
• Can provide examples of creating relationships with key decision makers, resulting in additional growth opportunities.
• Be Curious.
• Strategic thinker who can operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset.
• Understanding or aptitude to learn how our customers work; they are all different, and your interest and ability to find effective ways to improve the relationships, while maximizing economies of scale is critical.
• Self-directed and motivated; creative initiative-taker who can take a concept and run with it
• Ability to apply methodologies in technology and understand business and insurance acumen, quickly.
• Be Ambitious.
• Prefers and yearns for a fast-paced, ever-evolving environment.
• Sense of urgency and the ability to convey that urgency to team and internal stakeholders.
• Be a Leader.
• Leadership runs through your veins
• Positive attitude, energetic personality, and the ability to manage complex internal & external stakeholders.
• Strong written, verbal, and presentation skills with proven ability to effectively engage with and present to senior level executives.

Benefits and Perks:

• Unlimited Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag
• SambaSafety Events

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.

SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

Come join us to find out for yourself what all the excitement is about!