AVP, Customer Success

Seek Now•Atlanta, GA

5d•Remote

About The Position

The AVP, Customer Success leads Seek Now’s Customer Success organization and is accountable for its strategy, performance, and growth of customer relationships across the insurance carrier portfolio. This executive leader drives customer retention, adoption, satisfaction, and long-term partnership value while aligning customer objectives with operational delivery. The role oversees Customer Success leadership teams, develops scalable customer engagement strategies, and serves as a senior escalation point for strategic carrier partners. It partners with Operations, Product, Technology, Marketing, Strategic Accounts, and Executive Leadership to deliver exceptional service and help customers achieve desired outcomes and maximum value from Seek Now’s solutions. This is a full-time, flexible remote position. The description lists travel of approximately 5% to headquarters in Louisville, Kentucky, and Atlanta, Georgia, and elsewhere states an “up to 25%” travel requirement for occasional meetings or events at headquarters. Occasional weekend or evening availability may be needed based on deployment or maintenance schedules 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, customer 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 to support contract renewals, account expansion opportunities, 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.
Serve 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 teams to ensure service delivery aligns with customer expectations and contractual commitments.
Champion the voice of the customer throughout the organization and influence organizational priorities based on customer feedback and market insights.
Develop customer success processes, reporting frameworks, and performance metrics that 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.