Customer Success Manager

Customer Success Manager Do 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 First Base salary starts at $65,000 per year. This is a Base + Commission role paid through a W2. OTE (On-Target Earnings): $80,000 Commission 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 Are Next 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 For Luis 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 Is a Great Job If You Want to Learn NCC was built by three founders who also built Peachy Insurance together from zero to over $45 million in annual premium. Between them they have run sales, managed finances, launched an e-commerce company, and operated a 40-person insurance agency. They are not removed from the business, they are in it with you every day. This is an entrepreneurial company run by entrepreneurs. The people you will work with every day think like business owners, move like business owners, and will push you to think that way too. If you have ever wanted to understand how a real business works from the inside, this is a front-row seat. Note - we don’t expect you to work long hours like a business owner would, but we do expect you to understand how entrepreneurs operate. We are proud that some of the best people who have come through our doors went on to launch businesses of their own. When you sit in on client calls here, you are learning how insurance agency owners think, what drives their decisions, and what actually moves the needle for a small business. That is hard knowledge to get anywhere else and will set you up to launch your own business in the industry if you so choose. If you are early in your career and hungry to understand business at a deep and practical level, this role will teach you more in two years than most jobs teach in five. You will have direct access to the people who built these businesses. They are not hard to reach, you will be in meetings with successful business owners every day. And education is valued extremely highly here - We provide education reimbursement for courses, classes, certifications, and more. Our goal is to learn something every day, and help you do the same. What You Can Expect From Us Base salary starts $55,000 to $65,000 depending on experience. If you are new to the role/industry, expect the lower end of the band and vice versa. Estimated Bonuses of $10,000 to $15,000 per year. We offer Health, Vision, and Dental Insurance + Mental Health Benefits. 25 days of PTO per year with a “light december.” Up to $5,500 per year in education reimbursement. Fully remote. Now and forever. We built NCC this way on purpose. A small team that moves fast. No bureaucracy. No layers. You will know everyone by name. Direct access to founders who are in the business every day, not removed from it. Travel to 4 to 8 industry events per year. Get out of the house and represent and see some new places in the meantime! What Success Looks Like We don't believe in vague performance reviews. Here is exactly how you will know you're winning in this role: Clients hear from you before they have to ask. No one should be wondering where things stand. Your book retains. Clients who feel seen and supported don't cancel. That number is the clearest signal of success. You catch problems before they become cancellations. The at-risk flag goes up from you, not from a client sending a goodbye email. Your reporting tells a story. Data without context is just noise. Clients should leave every review call with a clear picture of what is working, what is not, and what happens next. New clients are set up and running fast. The kickoff is smooth and the monthly check-ins are substantive, not just a calendar invite that wastes 30 minutes. You are a visible part of the industry. Active on LinkedIn. Present at events. Clients should know your name and feel good about it. How Do I Apply? Hit the apply button and we'll take it from there. Our interview process is simple: A phone screen to get to know you A video interview with Luis Lushman, who leads account management A final conversation with our founders We move quickly with people we like. If you are the right fit, you will know it fast. So what are you waiting for? Hit apply and let's talk. Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Professional development assistance Vision insurance Volunteer time off Work from home Work Location: Remote