[Hiring] AVP, Customer Success @Seek Now

Role Description

Leads Seek Now's Customer Success organization and is responsible for the overall strategy, performance, and growth of customer relationships across the insurance carrier portfolio. Serves as the executive leader responsible for driving customer retention, adoption, satisfaction, and long-term partnership value while ensuring alignment between customer objectives and operational delivery.

• Oversees Customer Success leadership teams, develops scalable customer engagement strategies, and serves as a senior escalation point for strategic carrier partners.
• Partners closely with Operations, Product, Technology, Marketing, Strategic Accounts, and Executive Leadership to ensure customers receive exceptional service, achieve desired outcomes, and realize maximum value from Seek Now's solutions.
• Establish and execute the strategic vision, goals, and priorities for the Customer Success organization.
• Lead, coach, and develop Customer Success leaders and team members while fostering a high-performance, customer-centric culture.
• Own customer retention, customer satisfaction, adoption, and account growth objectives across the carrier portfolio.
• Serve as executive sponsor for key insurance carrier relationships and maintain trusted partnerships with carrier leadership.
• Partner with Strategic Accounts, Sales, and Executive Leadership to support contract renewals, account expansion opportunities, and long-term growth initiatives.
• Lead executive business reviews and customer success planning sessions with strategic carrier partners.
• Monitor customer health, adoption, utilization, and satisfaction metrics to identify risks and growth opportunities.
• Serve as the senior escalation point for significant customer concerns, service issues, and contract-sensitive matters.
• Partner with Operations, Field Operations, Quality Assurance, Product, and Technology teams to ensure service delivery aligns with customer expectations and contractual commitments.
• Champion the voice of the customer throughout the organization and influence organizational priorities based on customer feedback and market insights.
• Develop customer success processes, reporting frameworks, and performance metrics that support growth, scalability, and operational excellence.
• Ensure Salesforce and other customer management systems accurately reflect customer activity, engagement, health indicators, and business opportunities.
• Evaluate customer success performance and implement continuous improvement initiatives to enhance customer outcomes and business results.
• Participate in strategic planning and contribute to organizational growth initiatives.

Qualifications

• Bachelor's degree in Business, Insurance, Marketing, Communications, or related field.
• 10+ years of progressive experience in Customer Success, Strategic Accounts, Client Services, or Account Management.
• 5+ years leading managers and customer-facing teams.
• Experience working directly with insurance carriers, claims organizations, or insurance service providers.
• Demonstrated success managing enterprise-level customer relationships.
• Strong strategic planning, leadership, communication, and problem-solving skills.
• Experience utilizing CRM platforms, preferably Salesforce.

Requirements

• Master's degree in Business Administration or related field (preferred).
• Experience within property and casualty insurance, claims services, inspection services, or InsurTech organizations (preferred).
• Experience leading large-scale customer success or client experience functions (preferred).
• Proven ability to lead organizational change and customer-focused transformation initiatives (preferred).

Benefits

• Health, dental and vision insurance.
• 401K with company match.
• Paid time off (PTO).
• Professional development and certification reimbursement.
• Short and long-term disability insurance.
• AD&D insurance.
• Life insurance.
• And more!