TrueMotion: Director of Customer Success
186 Lincoln Street,
Boston, MA 02111

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This is your opportunity to build and lead a practice and team that will drive strategic value for the worlds best insurers and our company. We will only be successful if our insurance customers receive massive value from our products and services.

Were looking for a senior leader to own driving success for our clients and adoption by consumers. Youll lead a team focused on helping our clients with program design, on-boarding, adoption, growth, process optimization, retention, and more. Youll also be responsible for our Technical Support team and processes. Youll partner with the Product team to make sure the clients and users needs get addressed by our solutions. Youll partner with Sales and Client Services to drive customer retention, renewal, advocacy and up-sell.

Responsibilities

  • Design, develop and manage key success activities - onboarding, training, user adoption, technical support, and advocacy
  • Be the authority on the use of smartphone telematics to address industry challenges in acquisition, risk selection, claims, and retention
  • Define, optimize and lengthen the end user lifecycle
  • Define operational and success metrics and operationalize them
  • Influence customer LTV through higher product adoption, client sat, & overall health scores
  • Maintain and distribute best practices
  • Partner with Marketing, Product and Sales to create WOW! client events
  • Drive outcomes for clients (user adoption, ROI)
  • Drive outcomes for TrueMotion (renewal rates & revenue growth)
  • Identify opportunities for improvement in our products, services and processes
  • Inspire Client Success across the company & create a company-wide client feedback loop
  • Travel to client sites throughout North America and Europe to deliver in-person consulting, training and success services

Experience / Qualifications:

Must Have

  • Located in Boston
  • VP / Director roles leading client teams serving F1000 insurance / financial services clients
  • Auto insurance industry expertise (carrier, consultant, insurtech, or software)
  • Growth marketing for digital/mobile consumer services
  • Bachelors degree

Desired

  • Strategic / major account management program design and execution
  • Management or operational consulting experience with top-tier firm
  • Strong industry network in North America and Europe
  • Masters degree
Full-time