Personal Lines Client Success Manager (Hybrid)

Berry Insurance; Franklin (MA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work flexibility

Health benefits

Vision benefits

Life/LTD

SIMPLE IRA

Flexible PTO

Continuing education and licensing

Job summary

Berry Insurance in Massachusetts is seeking a Personal Lines Client Success Manager to manage and grow an assigned book by delivering exceptional service, education, and support to help clients protect what matters most.

This hybrid role focuses on building relationships, anticipating client needs, guiding coverage decisions, and contributing to agency growth through retention, cross-selling, and new business opportunities. Strong communication and organization are essential.

Qualifications

• 3–5 years of personal insurance agency experience.
• Active Massachusetts Property & Casualty license (required).
• Experience with Applied EPIC is a plus.
• Strong communication, organization, and problem-solving skills.
• Proactive, adaptable, and team-oriented mindset.

Responsibilities

• Serve as primary contact for clients, delivering prompt, professional service.
• Grow and manage an assigned book through education and tailored recommendations.
• Assist clients with claims, billing questions, policy changes, and reviews.
• Proactively reach out before renewals to review coverage and opportunities.
• Support agency growth through retention, cross-selling, and new business opportunities.
• Collaborate with teammates across departments to ensure a seamless client experience.

Skills

Client service

Relationship management

Communication

Organization

Proactive mindset

Team collaboration

Tools

Applied EPIC

Job description

Join Team Berry Insurance!

At Berry Insurance, we're energetic, innovative, and yes, fun. We care deeply about our clients, our teammates, and our community. If you're a compassionate, proactive, relationship-driven professional who enjoys helping people make smart decisions, you might be the perfect fit for our Personal Lines Client Success Manager (Hybrid) role.

What You'll Do

As a Personal Lines Client Success Manager, you'll manage and grow an assigned book of business by delivering exceptional service, education, and support to help clients protect what matters most.

This role is more than just servicing accounts, it's about building relationships, anticipating needs, and helping clients make informed coverage decisions. You'll also play an active role in supporting agency growth through client retention, coverage enhancement, relationship-building, account rounding, cross-selling, and new business opportunities.

Key Responsibilities

Client Service & Retention

• Serve as the primary point of contact for your clients, delivering prompt, professional, and proactive service
• Build strong relationships through active listening, education, and personalized recommendations
• Assist clients with claims, billing questions, policy changes, and coverage reviews
• Proactively reach out ahead of renewals to review coverage and identify opportunities for improvement

Account Management & Coverage Review

• Monitor accounts for coverage gaps, rate changes, and remarketing opportunities
• Identify and act on cross-sell and account rounding opportunities within your book of business
• Maintain accurate, complete documentation in the agency management system

New Business & Growth Support

• Respond to inbound inquiries and guide prospects through the quoting process
• Present coverage options across multiple carriers, focusing on value and long-term fit
• Re-engage past clients and support referral-driven opportunities
• Build relationships with referral partners such as networking groups, mortgage brokers and real estate agents

Team Collaboration & Agency Support

• Partner with teammates across departments to deliver a seamless client experience
• Support agency initiatives, marketing efforts, and client education campaigns
• Contribute to a positive, collaborative, and team-first culture.

What We're Looking For

• 3-5 years of personal insurance agency experience
• Active Massachusetts Property & Casualty license (required)
• Experience with Applied EPIC is a plus
• Strong communication, organization, and problem-solving skills
• A proactive, adaptable, and team-oriented mindset
• Commitment to accountability, integrity, and delivering an exceptional client experience

Why Berry Insurance?

• A supportive, positive, and fun work environment
• A collaborative culture where your ideas and contributions are valued
• Opportunities for professional growth and development
• Hybrid work flexibility
• Competitive benefits including health, vision, life/LTD, company-matched SIMPLE IRA, flexible PTO, and paid continuing education and licensing

Equal Opportunity Employer Statement:

Berry Insurance is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.