Customer Success Manager
Fairmatic
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 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.
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer relationship managementprocess improvementtelecommunications activationaccount management
Soft skills
communication skillscustomer relationship managementorganizational skillsattention to detailsolutions-oriented mindset