Customer Success Manager 1

SmartFinancial•Newport Beach, CA

2d•Onsite

About The Position

As a Customer Success Manager 1 at SmartFinancial, you’ll play a key role in helping insurance agents and agencies succeed on our platform. You’ll manage a growing book of business, build strong client relationships, and work directly with customers to help them maximize the value and performance of their accounts. This is a entry-level, in-office role designed for someone who is motivated by building relationships, solving problems, and achieving measurable results. You’ll work with smaller accounts, re-engage customers through our win-back dialer, and identify opportunities to grow accounts to higher monthly spending levels. CSM1s who consistently meet and exceed performance expectations will be eligible to advance into Customer Success Manager 2 (CSM2) or Strategic Customer Success Manager (SCSM) roles. Our goal is to become the premier Customer Success Team in the Insurtech industry, and you will be an important part of making that happen.

Requirements

1–2+ years of experience in customer service, customer success, sales, account management, or a related client-facing role preferred.
Proven ability to meet and exceed KPIs, activity goals, sales targets, or other performance metrics.
Experience working with insurance agencies, insurance technology, lead generation, or marketplace businesses is highly valued.
Experience with high-volume calling and comfort communicating with customers regularly.
Strong communication and relationship-building skills, with the ability to understand customer needs and clearly communicate solutions.
Strong problem-solving skills and the ability to identify opportunities to improve customer performance.
Highly motivated, coachable, and comfortable working in a fast-paced, results-driven environment.
Strong attention to detail and the ability to effectively manage a large book of customer accounts.
Basic computer proficiency and the ability to quickly learn and utilize new software and technology.
Must be available for full-time, in-office work. (6am-3pm) PST

Responsibilities

Manage a book of 100+ active accounts, building strong relationships while identifying opportunities to increase account utilization and monthly spend.
Work our win-back dialer to re-engage inactive and lower-spending customers, build your book of business, and create new opportunities for account growth.
Review lead performance, filters, pricing, geographic targeting, emails, calls, and other account settings to help clients get the most out of the SmartFinancial platform.
Help customers improve key performance indicators such as cost per acquisition, close rate, lead quality, return on investment, and overall account performance.
Build trusted customer relationships and proactively identify issues that could impact customer satisfaction, utilization, or retention.
Serve as a reliable point of contact for your assigned customers, providing consistent communication and helping them achieve their business goals.
Address customer questions, objections, concerns, and ad-related complaints using established Customer Success processes and protocols.
Deliver a best-in-class customer experience while consistently achieving the activity, retention, talk-time, and account-growth goals associated with the role.