6+ years of experience in Customer Success, Account Management, or Customer Services, preferably in tech-enabled services, TPA, Insurtech, or B2B service delivery
Experience running performance or business reviews with enterprise customers
Strong organizational and project management skills, able to manage multiple customers and priorities
Deep sense of accountability and ownership; proactive in managing tasks
Curiosity and creativity in problem-solving
Understanding of the P&C Insurance industry and claims value chain is a plus
Responsibilities
Develop and nurture trust-based relationships with stakeholders across accounts
Act as a strategic advisor by understanding customers' business goals and challenges
Conduct regular Strategic Business Reviews to review performance and drive improvements
Advocate for customer needs across internal departments
Identify opportunities for account expansion, renewals, and upsells
Own the overall success of customer accounts by managing escalations and initiatives
Support seamless transitions from onboarding to post-launch engagement
Benefits
Generous health-insurance package with nationwide coverage, vision, & dental
401(k) retirement plan with employer matching
Competitive PTO policy to ensure employee well-being
Generous family leave policy after 8 months of continuous work
Work from anywhere to promote work-life balance
Provision of quality technology equipment to enhance work efficiency
Full Job Description
About the role
As an Account Manager (AM) at Reserv, you'll serve as the strategic partner and relationship owner for a portfolio of key customers. You will work cross-functionally to deliver optimal claims outcomes, maximize customer satisfaction, and help shape our customers' long-term success. You'll act as the quarterback of the customer relationship - proactively identifying opportunities, solving problems, managing escalations, and driving measurable results through the lifecycle of the account. This is a high-ownership role for a customer-obsessed operator with strong communication, project management, and strategic thinking skills.
What you'll do
Customer Relationship Management
Develop and nurture deep, trust-based relationships with key stakeholders across your accounts.
Act as a strategic advisor, understanding your customers' business goals, challenges, and success criteria.
Conduct regular Strategic Business Reviews (Monthly and Quarterly) to review performance, share insights, and drive continuous improvement.
Stay informed on industry trends, regulations, and competitive shifts that may impact your customers.
Retention & Growth
Serve as the voice of the customer internally - advocating for customer needs across Product, Claims, and Ops.
Identify and drive opportunities for expansion, renewals, and upsells in partnership with Sales.
Execute customer success strategies tailored to your customer segment and business priorities.
Project & Outcome Ownership
Own the overall success of the account - proactively managing escalations, requests, and ongoing initiatives.
Collaborate with internal teams (Claims, Onboarding, Escalation, Product, Sales) to ensure aligned delivery and communication.
Surface operational or tech-related friction points, develop solutions, and champion necessary process or product improvements.
Customer Journey Optimization
Support seamless handoffs from Onboarding to post-go-live engagement.
Use data and performance metrics to drive transparency, identify risks, and demonstrate value realization.
Help establish a frictionless, scalable, and advisory-driven customer experience across the CS lifecycle.
Who you are
6+ years of experience in Customer Success, Account Management, or Customer Services, preferably in tech-enabled services, TPA, Insurtech, or B2B service delivery
Are passionate about building strong customer partnerships and delivering measurable value
Have experience running performance business reviews or executive business reviews with enterprise customers
Thrive in cross-functional environments and can influence without authority
Possess strong organizational and project management skills - able to juggle multiple customers and priorities
Have a deep sense of accountability and ownership; you don't let balls drop
Bring curiosity and creativity to problem solving
Are excited to help build - not just execute - a world-class CS function
Have an understanding of the P&C Insurance industry and claims value chain (a plus)
Benefits
Generous health-insurance package with nationwide coverage, vision, & dental
401(k) retirement plan with employer matching
Competitive PTO policy - we want our employees fresh, healthy, happy, and energized!
Generous family leave policy after 8 months of continuous work
Work from anywhere to facilitate your work life balance
Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!
Additionally, we will
Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role
Work toward reducing and eliminating all the administrative work from an adjuster role
Foster a culture of empathy, transparency, and empowerment in a remote-first environment
