Manager, Retention & Account Growth
About The Position
The Manager, Retention & Account Growth leads the agency’s customer retention and account management operations. The role oversees a team focused on policy retention, customer outreach, account reviews, cross-selling, and service workflows intended to improve customer loyalty and maximize account value. The position drives operational excellence through process improvement, performance management, workflow optimization, and data-driven decision-making. It partners across departments to develop retention strategies, improve customer outcomes, and support the agency’s growth objectives. The role is fully remote and offers a pay range of $88,000–$122,000, along with annual target bonus incentives.
Requirements
- Bachelor’s degree in Business Administration, Finance, Insurance, or a related discipline.
- At least 5 years of progressive experience in insurance operations, customer retention, account management, or contact center leadership.
- Previous leadership experience within a Property and Casualty insurance agency, brokerage, or other regulated insurance environment.
- Active Property and Casualty insurance license or relevant industry certifications.
- Demonstrated success developing and executing customer retention, cross-selling, or account growth strategies that contribute to measurable business results.
- Experience managing high-volume customer outreach initiatives, service workflows, and operational backlogs.
- Experience leveraging workforce management systems, business intelligence tools, and performance dashboards to optimize team productivity and service delivery.
- Familiarity with process automation, AI-enabled solutions, or technology-driven operational improvements.
- Experience supporting organizational change, implementing new processes, or leading cross-functional initiatives to improve customer experience and operational performance.
- Active Property & Casualty Insurance License issued by the Department of Insurance of the employee’s resident state.
- Must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have internet service with minimum speeds of 50 Mbps download and 10 Mbps upload.
Responsibilities
- Lead, coach, and develop a team responsible for customer retention, account management, and outbound service initiatives.
- Establish performance expectations and monitor team productivity, quality, and business results.
- Develop and execute strategies to improve policy retention, account rounding, and customer lifetime value.
- Analyze performance metrics and operational data to identify trends, opportunities, and areas for improvement.
- Design, implement, and optimize workflows that improve efficiency, customer experience, and team performance.
- Manage workflow inventories, backlog reduction efforts, and service-level objectives.
- Partner with Sales, Marketing, Training, Quality Assurance, and Operations teams to support business initiatives.
- Identify and implement process improvements, automation opportunities, and operational best practices.
- Monitor compliance with company policies, carrier requirements, and regulatory guidelines.
- Resolve escalated customer concerns and support continuous improvement efforts across the department.
Benefits
- Annual target bonus incentives
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What This Job Offers
Job Type
Full-time
Career Level
Manager
