Manager, Customer Success

Location: Cambridge, MA / Hybrid

(This role requires working in-office 3 days per week: Tuesday, Wednesday, and Thursday.)

About the role:

EverQuote'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 Head of Agency Growth Partners 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 EverQuote 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 EverQuote'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

Coaching & Development

• 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

Data-Driven Results

• 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

Customer Relationships

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

What you bring to the team:

• 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

Nice to have:

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

The base salary offered for this position is determined by several factors, including the applicant's job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in variable cash bonus programs, equity, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility which are designated by role. The range for this hybrid full time role is $108-115k + Incentive.

Your recruiter can provide more details about the specific salary/OTE range for your role during the hiring process.

For more information, visit https://investors.everquote.com and follow on LinkedIn.