Senior Customer Success Manager

LeeO BV; United States; Remote; USD 70.000 - 90.000; Vollzeit

Zusammenfassung

LeeO BV is seeking an experienced Customer Success/Account Manager to guide insureds through onboarding, ensure telematics activation across drivers and devices, and support ongoing policy servicing in a fully remote role.

You will monitor account health, resolve activation gaps, analyze fleet data for trends, collaborate with Product, Engineering and Operations to remove friction, document interactions in CRM, and help scale customer experience initiatives.

Qualifikationen

• 3–6 years in Customer Success, Account Management, Insurance Services, or similar operational/customer-facing roles.
• Strong written and verbal communication skills with proven ability to build and manage customer relationships at all levels.
• Proficiency in Microsoft Excel; experience with Salesforce, HubSpot, Slack, and Atlassian Suite a plus.
• Highly organized self-starter with strong attention to detail.
• Experience managing complex, multi-divisional, or geographically distributed customers.
• Familiarity with commercial auto insurance and/or telematics-based programs preferred.
• Solutions-oriented, customer-focused mindset with a track record of improving processes and driving outcomes.

Aufgaben

• Guide insureds through onboarding and ensure timely telematics activation across drivers and devices.
• Monitor account health checks and proactively reach out to resolve activation gaps or device issues.
• Serve as a trusted advisor to customers, managing inquiries related to policy servicing, billing, driver changes, and account maintenance.
• Analyze fleet and customer data to identify trends, compliance issues, and opportunities for improvement.
• Collaborate cross-functionally with Product, Engineering, and Operations to troubleshoot and remove friction in customer workflows.
• Document customer interactions, update CRM records, and contribute feedback to improve internal processes and customer experience.
• Support Customer Engagement Managers (CEMs) in executing monthly loss control reports and customer communications.
• Contribute to process innovation and scalability initiatives across the Customer Experience organization.

Kenntnisse

Customer success

Communication skills

Organizational skills

Relationship management

Cross-functional collaboration

Tools

Salesforce

HubSpot

Slack

Atlassian Suite

Jobbeschreibung

Responsibilities

• Guide insureds through onboarding and ensure timely telematics activation across drivers and devices.

• Monitor account “health checks” and proactively reach out to resolve activation gaps or device issues.

• Serve as a trusted advisor to customers, managing inquiries related to policy servicing, billing, driver changes, and account maintenance.

• Analyze fleet and customer data to identify trends, compliance issues, and opportunities for improvement.

• Collaborate cross-functionally with Product, Engineering, and Operations to troubleshoot and remove friction in customer workflows.

• Document customer interactions, update CRM records, and contribute feedback to improve internal processes and customer experience.

• Support Customer Engagement Managers (CEMs) in executing monthly loss control reports and customer communications.

• Contribute to process innovation and scalability initiatives across the Customer Experience organization.

Skills and Qualifications

• 3–6 years of experience in Customer Success, Account Management, Insurance Services, or similar operational/customer-facing roles.

• Strong written and verbal communication skills with proven ability to build and manage customer relationships at all levels.

• Proficiency in Microsoft Excel; experience with Salesforce, HubSpot, Slack, and Atlassian Suite a plus.

• Highly organized self-starter with strong attention to detail.

• Experience managing complex, multi-divisional, or geographically distributed customers.

• Familiarity with commercial auto insurance and/or telematics-based programs preferred.

• Solutions-oriented, customer-focused mindset with a track record of improving processes and driving outcomes.

Location: Remote