Customer Success Manager

SmartFinancial; Newport Beach (CA); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

401k with company match

Health insurance

Dental insurance

Life insurance

Employee referral bonus

World‑class culture

Job summary

SmartFinancial is seeking a Customer Success Manager 1 to help insurance agents and agencies succeed on our platform. This entry‑level, in‑office role focuses on relationship building, solving problems, and achieving measurable results.

You will manage a growing book of business, re‑engage customers with our win‑back dialer, and identify opportunities to grow monthly spend. CSM1s who perform well can advance to CSM2 or Strategic Customer Success Manager roles.

Qualifications

• 1–2+ years in customer service or related client‑facing role.
• Proven ability to meet KPIs, activity goals, or sales targets.
• Experience with insurance agencies, insurtech, or marketplace businesses is valued.

Responsibilities

• Grow: manage a book of 100+ active accounts and identify opportunities to increase usage and monthly spend.
• Win Back: re-engage inactive customers via the win-back dialer and create growth opportunities.
• Optimize: review performance metrics, pricing and targeting to maximize platform value for clients.
• Drive Results: help customers improve KPIs like CAC, close rate, lead quality, ROI and overall performance.
• Retain: build trusted relationships and proactively address issues affecting satisfaction or retention.
• Own It: be a reliable contact for assigned customers and align on business goals.
• Solve: address questions and concerns using established CS processes.
• Excel: deliver a best-in-class customer experience and hit activity, retention, and growth goals.

Skills

Customer service

Relationship building

Account management

Communication

Job description

Join SmartFinancial: Empowering Insurers with Cutting-Edge Technology

Welcome to SmartFinancial, where our mission is clear: to drive growth and success for insurance agencies through our industry-leading technology! Voted one of the Best Places to Work for four consecutive years, we are one of the fastest-growing tech companies.

We are a leading insurance marketplace, connecting millions of shoppers to our network of insurance partners across all 50 states.

Why This Role Matters

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.

his 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.

What You’ll Do

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

What We’re Looking For

• 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

Why You’ll Love It Here

• Career Growth: Start your career as a CSM1 with a clear path toward CSM2 and Strategic CSM opportunities for high performers.
• Training & Development: Receive extensive product training, coaching, role‑play opportunities, and ongoing development to help you become an exceptional Customer Success professional.
• Performance‑Driven: Your success is measurable. You'll have clear goals and KPIs that allow you to understand exactly what success looks like and how you can continue to grow.
• Comprehensive Benefits: 401k with company match, along with company‑sponsored health, dental, and life insurance plans.
• Employee Referral Bonus: Help us grow our team and earn additional rewards through our employee referral program.
• World‑Class Culture: We believe our people and culture are what make SmartFinancial special.

We’d especially like to highlight our World Class Culture, which our employees say is the best thing about working at SmartFinancial. We have great SLACK channels for work and play, which keep you connected with your fellow employees throughout the day. Not to mention our top‑notch company events (like our Summer Beach Party with open bar, chili cook‑off, annual holiday yacht party, fun office potlucks and more) that will keep you asking when the next event is.

We also have Penny, our company mascot. Like swag themed after a pink pig wearing glasses? Just. You. Wait.

Join SmartFinancial and become a key player in helping insurance agencies grow their businesses. If you're motivated by relationships, results, and career growth,

SmartFinancial is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment for all employees. To learn more about our results‑focused culture and employee‑focused perks, read more on our careers page.