Manager, Customer Success

EverQuote•Cambridge, MA

8d•$108,000 - $115,000•Hybrid

About The Position

EverQuote's Accelerated Growth Program (AGP) is our premier partnership tier for established insurance agencies pursuing significant growth, giving them access to a specialized suite of proprietary advantages. The Manager, Customer Success will lead our Accelerated Customer Success team (~12 person org) of Business Consultants, who work directly with AGP agencies to drive revenue growth, minimize churn, and maximize customer satisfaction. This role reports to the Head of Agency Growth Partners and sits at the center of a highly cross-functional operation, partnering closely with Sales, Product, Engineering, Sales Operations & Strategy, and Marketing to ensure the team has the tools, insights, and support needed to hit aggressive monthly and quarterly targets. You'll be responsible for the full performance and development of your team, while also becoming a subject-matter expert on EverQuote Pro, our broader suite of services, and the insurance industry landscape by carrier. If you thrive on building and coaching high-performing teams, love using data to drive outcomes, and want to play a pivotal role in scaling one of EverQuote's highest-value customer segments, this is the role for you.

Requirements

Bachelor’s degree or equivalent practical experience
5+ years of direct/individual Customer success or Sales experience
2+ years experience as a manager of customer-facing teams of 3 or more

Nice To Haves

Previous experience in a SaaS or Insurance environment
AI usage experience

Responsibilities

Own direct management of the Accelerated Customer Success team (~12 person org), assessing individual strengths and growth areas
Run weekly 1x1s, monthly performance check-ins, and quarterly performance reviews
Recruit, interview, and hire top Customer Success talent when needed
Build team culture and morale through regular team-building activities, earning trust and buy-in from your team
Coach Business Consultants on sales strategies to drive cross-sell and upsell opportunities
Train the team on Customer Success best practices to reduce revenue churn and improve customer satisfaction
Deliver regular, actionable feedback — both written and verbal — on strengths and areas for growth
Create development opportunities that let team members stretch into new skills and responsibilities
Own 100% attainment of monthly and quarterly targets for revenue growth and customer/revenue retention
Identify and act on cross-sell/upsell opportunities to drive incremental revenue
Build and refine tools and strategies that help BCs consistently hit their CS targets
Partner cross-functionally to secure the resources and support needed to hit aggressive goals
Use data and reporting to prioritize team workflow and understand how day-to-day activity translates into outcomes
Serve as the escalation point for all day-to-day customer escalations, working to mitigate churn risk
Build deep, strategic relationships with EverQuote's largest and most influential Accelerated accounts
Apply strong product, customer, and industry knowledge (by carrier) to drive positive outcomes for both customers and EverQuote