Manager, Customer Success

Manager, Customer Success

Location:

Cambridge, MA / Hybrid (This role requires working in-office 3 days per week: Tuesday, Wednesday, and Thursday.)
About us: Ever Quote is a leading AI-powered growth solutions partner for regulated property and casualty insurance entities, enabling the largest insurance carriers and thousands of agents to maximize customer acquisition across digital channels. Fueled by our proprietary data assets and our AI traffic engine, Ever Quote is transforming the way providers attract and engage consumers to grow market share. Joining our team puts you at the forefront of this transformation.

You will collaborate with a group of builders to solve complex problems and reshape a massive industry. If you want to drive real-world impact and do the best work of your career, you’ve found your home. We move fast, follow the data, and hold ourselves to high standards. If that's how you work too, this is the role for you.

About the role: Ever Quote's Accelerated Growth Program (AGP) is our premier partnership tier for established insurance agencies pursuing significant growth, giving them access to a specialized suite of proprietary advantages. The Manager, Customer Success will lead our Accelerated Customer Success team (~12 person org) of Business Consultants, who work directly with AGP agencies to drive revenue growth, minimize churn, and maximize customer satisfaction.

This role reports to the Director, Customer Success and sits at the center of a highly cross-functional operation, partnering closely with Sales, Product, Engineering, Sales Operations & Strategy, and Marketing to ensure the team has the tools, insights, and support needed to hit aggressive monthly and quarterly targets. You'll be responsible for the full performance and development of your team, while also becoming a subject-matter expert on Ever Quote Pro, our broader suite of services, and the insurance industry landscape by carrier.

If you thrive on building and coaching high-performing teams, love using data to drive outcomes, and want to play a pivotal role in scaling one of Ever Quote's highest-value customer segments, this is the role for you.
What you’ll do: Team Building Own direct management of the Accelerated Customer Success team (~12 person org), assessing individual strengths and growth areas

• Run weekly 1x1s, monthly performance check-ins, and quarterly performance reviews
• Recruit, interview, and hire top Customer Success talent when needed
• Build team culture and morale through regular team-building activities, earning trust and buy-in from your team

• Coach Business Consultants on sales strategies to drive cross-sell and upsell opportunities
• Train the team on Customer Success best practices to reduce revenue churn and improve customer satisfaction
• Deliver regular, actionable feedback — both written and verbal — on strengths and areas for growth
• Create development opportunities that let team members stretch into new skills and responsibilities

• Own 100% attainment of monthly and quarterly targets for revenue growth and customer/revenue retention
• Identify and act on cross-sell/upsell opportunities to drive incremental revenue
• Build and refine tools and strategies that help BCs consistently hit their CS targets
• Partner cross-functionally to secure the resources and support needed to hit aggressive goals
• Use data and reporting to prioritize team workflow and understand how day-to-day activity translates into outcomes

• Serve as the escalation point for all day-to-day customer escalations, working to mitigate churn risk
• Build deep, strategic relationships with Ever Quote's largest and most influential Accelerated accounts
• Apply strong product, customer, and industry knowledge (by carrier) to drive positive outcomes for both customers and Ever Quote

• Bachelor’s degree or equivalent practical experience
• 5+ years of direct/individual Customer success or Sales experience
• 2+ years experience as a manager of customer-facing teams of 3 or more

• Previous experience in a SaaS or Insurance environment
• AI usage experience