Customer Success Manager

Customer Success ManagerDo you actually like talking to people?Not in a forced, "client-facing role" kind of way, but like actually like talking to people. You remember names, you follow up before people have to ask, you dig into the numbers and you actually care what they mean for the client.If so, you’re the exact person we’re looking for!Let's Talk About the Money FirstBase salary starts at $65,000 per year. This is a Base + Commission role paid through a W2.OTE (On-Target Earnings): $80,000Commission tied to client retention and growth within your book of accounts.This is not a cold-calling sales job. You're growing and protecting relationships, not hunting from scratch.This job is fully remote, but it is important to note that its work-from-home, not work-from-anywhere meaning we want you to have a home base (sorry digital nomads ).Who We AreNext Call Club (NCC) helps independent insurance agents grow their business. We provide P&C lead generation, outbound telemarketing, spam remediation, data analytics, and sales training to captive agents across the country, primarily Allstate and Farmers.Our clients are small business owners. They run insurance agencies with revenues between $1mil and $10million per year. They work hard, they know their numbers, and they don't have time for fluff. They need a partner who shows up, tells the truth, and helps them get results in a consultative way.Are you that partner?We're fully remote. That means now and forever aka we won’t be asking you to come into an office (ever).If you like to joke, have fun, and remain consultative and professional, while relating with our clients and each other on a relatively casual level. At the end of the day, our customers are just people! If you need a buttoned-up, formal work environment to feel comfortable, this probably isn't it. If you do your best work when you actually like the people around you, you'll fit right in.You will be expected to travel to 4 to 8 events per year to meet clients and prospects in person. Think conferences, client summits, and industry events where you represent NCC. You should feel comfortable meeting and talking with strangers in these types of environments!What the day to day job looks like:You’ll be in charge of a group of accounts and everything involved with keeping the client happy! These are insurance agents actively using NCC products and services. Your job is to keep them happy, keep them growing, and flag problems before those problems turn into a mess!Here is what your day looks like:Monitor client messages across Slack and live chat and respond quickly - our speed is a competitive advantage.Keep clients communicating and engaged by meeting monthly, asking questions, and pre-empting challenges and problems.Do a monthly deep-dive on every client cancellation. Figure out why they left. Build a case for how we stop it from happening again.Own the HubSpot ticketing pipeline. Every open issue should be moving to resolve customer issues quickly.Manage onboarding for new agent clients. Lead the kickoff call. Make sure they are set up, trained, and actually using what they paid for. After that, you run monthly check-ins focused on root cause problem solving. Not status updates. Not small talk. What is broken, why, and what are we doing about it.Build and maintain an at-risk scoring system. Clients who are drifting should get flagged before they cancel, not after.Work alongside the sales team to spot upsell and upgrade opportunities in your existing book.Keep a professional presence on LinkedIn and Facebook. Our clients are active there. You should be too. This is not optional and we’re 100% comfortable with making a “work” account so as to not blur your personal and professional life if you so choose.Who We Are Looking ForLuis Lushman leads our account management team and will be your direct manager. He has built the foundation for how NCC treats clients, and the bar is high.Luis and the founders are looking for someone who:Presents well and carries themselves with confidence. Our clients are running $1M to $10M businesses.Is sharp with data - You don't need to be a data scientist, but you need to be able to look at a dashboard and understand what it's telling you and what to do about it.Follow up without being asked - If you are a person who closes the loop and communicates effectively you will be great at this job.Is honest when something is wrong - Clients don't need us to be perfect, but they want us to be honest and take ownership.Can hold a business conversation - You should be able to talk about a client's close rate and what it means for their ROI + other metrics. We’ll teach you!Manages CRM tools well - We use HubSpot and if you've used another CRM, you'll learn fast.Is comfortable traveling to a handful of events per year and showing up as a face of NCC.Insurance experience is not required but is a plus. We will teach you the industry, but you must be curious enough to learn it quickly.This I