OverviewThe
Manager, Retention & Account Growth, is responsible for leading the agency's customer retention and account management operations. This role oversees a team focused on policy retention, customer outreach, account reviews, cross-selling, and service-related workflows designed to improve customer loyalty and maximize account value.
This position drives operational excellence through process improvement, performance management, workflow optimization, and data-driven decision making. The
Manager, Retention & Account Growth partners across departments to develop retention strategies, improve customer outcomes, and support the agency's growth objectives.
This position is fully remote and has a pay range of 88K-122K, along with annual target bonus incentives
Responsibilities- Lead, coach, and develop a team responsible for customer retention, account management, and outbound service initiatives.
- Establish performance expectations and monitor team productivity, quality, and business results.
- Develop and execute strategies to improve policy retention, account rounding, and customer lifetime value.
- Analyze performance metrics and operational data to identify trends, opportunities, and areas for improvement.
- Design, implement, and optimize workflows that improve efficiency, customer experience, and team performance.
- Manage workflow inventories, backlog reduction efforts, and service-level objectives.
- Partner with Sales, Marketing, Training, Quality Assurance, and Operations teams to support business initiatives.
- Identify and implement process improvements, automation opportunities, and operational best practices.
- Monitor compliance with company policies, carrier requirements, and regulatory guidelines.
- Resolve escalated customer concerns and support continuous improvement efforts across the department.
Qualifications- Bachelor's degree in Business Administration, Finance, Insurance, or a related discipline.
- 5+ years of progressive experience in insurance operations, customer retention, account management, or contact center leadership.
- Previous leadership experience within a Property and Casualty insurance agency, brokerage, or other regulated insurance environment.
- Active Property and Casualty insurance license or relevant industry certifications.
- Demonstrated success developing and executing customer retention, cross-selling, or account growth strategies that contribute to measurable business results.
- Experience managing high-volume customer outreach initiatives, service workflows, and operational backlogs.
- Experience leveraging workforce management systems, business intelligence tools, and performance dashboards to optimize team productivity and service delivery.
- Familiarity with process automation, AI-enabled solutions, or technology-driven operational improvements.
- Experience supporting organizational change, implementing new processes, or leading cross-functional initiatives to improve customer experience and operational performance.
Certifications, Licenses, and/or Registration- Active Property & Casualty Insurance License issued by the Department of Insurance of the employee's resident state.
Physical Demands and Work EnvironmentThe job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment. There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling. Lifting and moving objects up to 10 pounds is a regular part of the role. Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary.
Additionally, the employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps. If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.
