Remote Retention & Account Growth Manager

Bayview Fund Management, LLC; Coral Gables (FL); Remote; USD 90,000 - 120,000; Full time

Job summary

Lakeview Household Insurance Solutions seeks a Manager, Retention & Account Growth to lead the agency's customer retention and account management operations. This remote role oversees a team focused on policy retention, customer outreach, account reviews, cross-selling, and service workflows designed to maximize loyalty and account value.

The role drives operational excellence through data-driven decision making, cross-functional collaboration, and process improvements.

Qualifications

• Bachelor's degree in Business Administration, Finance, Insurance, or related discipline.
• 5+ years of progressive experience in insurance operations, customer retention, account management, or contact center leadership.
• Leadership experience within a Property and Casualty insurance environment.
• Active Property and Casualty license or relevant certifications.
• Proven success in customer retention, cross-selling, or account growth strategies.
• Experience managing high-volume customer outreach and service workflows.
• Experience using BI tools and dashboards to optimize performance.
• Familiarity with process automation and AI-enabled improvements.
• Experience leading cross-functional initiatives to improve customer experience.

Responsibilities

• Lead and develop a team responsible for customer retention and account management.
• Set performance expectations and monitor productivity, quality, and results.
• Develop strategies to improve policy retention, account growth, and CLV.
• Analyze data to identify trends and opportunities for improvement.
• Design and optimize workflows for efficiency and customer experience.
• Manage workflow inventories and backlog reduction.
• Collaborate with Sales, Marketing, Training, QA, and Operations.
• Identify automation opportunities and best practices.
• Ensure compliance with policies and regulatory guidelines.
• Resolve escalated customer concerns and drive continuous improvement.

Skills

Customer retention

Account management

Team leadership

Cross-functional collaboration

Workforce management

BI dashboards

Process automation

AI-enabled solutions

Regulatory compliance

Policy retention

Education

Bachelor's degree in Business Administration, Finance, Insurance

Tools

Workforce management systems

Business intelligence tools

Automation technologies

AI-enabled solutions

Job description

Lakeview Household Insurance Solutions seeks a Manager, Retention & Account Growth to lead the agency's customer retention and account management operations. This remote role oversees a team focused on policy retention, customer outreach, account reviews, cross-selling, and service workflows designed to maximize loyalty and account value.

The role drives operational excellence through data-driven decision making, cross-functional collaboration, and process improvements.