AVP, Customer Success

Seek Now•Atlanta, GA

4d•Remote

About The Position

Seek Now is seeking an executive leader to direct its Customer Success organization and oversee the strategy, performance, and growth of customer relationships across its insurance carrier portfolio. The role is accountable for customer retention, adoption, satisfaction, and long-term partnership value, while aligning customer objectives with operational delivery. The AVP leads Customer Success leaders and teams, develops scalable engagement strategies, and acts as a senior escalation point for strategic carrier partners. The position works closely with Operations, Product, Technology, Marketing, Strategic Accounts, Sales, and Executive Leadership to deliver exceptional service and help customers achieve their desired outcomes. It also contributes to strategic planning and organizational growth initiatives. This is a full-time, flexible remote position. The posting describes travel to company headquarters and occasional meetings or events, and notes that occasional evening or weekend availability may be required based on deployment, maintenance, or other business needs.

Requirements

Bachelor’s degree in Business, Insurance, Marketing, Communications, or a related field.
10+ years of progressive experience in Customer Success, Strategic Accounts, Client Services, or Account Management.
5+ years leading managers and customer-facing teams.
Experience working directly with insurance carriers, claims organizations, or insurance service providers.
Demonstrated success managing enterprise-level customer relationships.
Strong strategic planning, leadership, communication, and problem-solving skills.
Experience utilizing CRM platforms, preferably Salesforce.

Nice To Haves

Master’s degree in Business Administration or a related field.
Experience within property and casualty insurance, claims services, inspection services, or InsurTech organizations.
Experience leading large-scale Customer Success or client experience functions.
Proven ability to lead organizational change and customer-focused transformation initiatives.

Responsibilities

Establish and execute the strategic vision, goals, and priorities for the Customer Success organization.
Lead, coach, and develop Customer Success leaders and team members while fostering a high-performance, customer-centric culture.
Own customer retention, satisfaction, adoption, and account growth objectives across the carrier portfolio.
Serve as executive sponsor for key insurance carrier relationships and maintain trusted partnerships with carrier leadership.
Partner with Strategic Accounts, Sales, and Executive Leadership on contract renewals, account expansion, and long-term growth initiatives.
Lead executive business reviews and customer success planning sessions with strategic carrier partners.
Monitor customer health, adoption, utilization, and satisfaction metrics to identify risks and growth opportunities.
Act as the senior escalation point for significant customer concerns, service issues, and contract-sensitive matters.
Partner with Operations, Field Operations, Quality Assurance, Product, and Technology to align service delivery with customer expectations and contractual commitments.
Champion the voice of the customer and influence organizational priorities using customer feedback and market insights.
Develop customer success processes, reporting frameworks, and performance metrics to support growth, scalability, and operational excellence.
Ensure Salesforce and other customer management systems accurately reflect customer activity, engagement, health indicators, and business opportunities.
Evaluate Customer Success performance and implement continuous improvement initiatives to enhance customer outcomes and business results.
Participate in strategic planning and contribute to organizational growth initiatives.