Simply Business is more than our name. It’s how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them.
We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.
Simply Business is seeking a strategic and results-oriented Senior Manager, Customer Lifecycle Management to optimize the customer experience and improve customer LTV. Reporting to the VP, Customer, you will be responsible for developing and executing a comprehensive strategy for customer retention, upsell, and renewal.
This role will lead a cross-functional team focused on the post-sale customer experience. In partnership with your cross-functional teammates, you will develop and implement strategies to improve customer satisfaction, retention and LTV unit economics. This role requires a deep understanding of customer behavior, a data-driven approach, and strong cross-functional relationships.
Responsibilities:
- Develop and execute a robust omni-channel customer lifecycle management strategy
- Lead a cross-functional team (Product, Marketing, Customer Sales & Support, Customer Insights) to drive CLM efforts
- Own and optimize key customer lifecycle metrics, including retention, upsell, and renewal rates
- Report out on CLM performance to the US Management Team
- Monitor and analyze retention performance (by segment, payment type, cohort tenure, etc)
- Leverage data and analytics to identify trends, opportunities, and areas for improvement
- Represent the voice of the customer and contribute to a culture of customer centricity
- Leverage customer insights to identify opportunities for improvement and influence the product roadmap and marketing strategies
- Work with the Marketing team to ensure a seamless and consistent customer journey post-purchase.
What we are looking for:
- 7+ years of experience with a background in product or operations preferred
- A strong leader with the ability to build relationships across the organization and influence cross-functionally to drive your objectives forward
- Advanced analytical skills and proficiency in data-driven decision making
- A strong drive for experimentation and learning
- Excellent communication skills and strong executive presence
- A sharp focus on results and strong project management skills
- A deep understanding of the customer journey and customer experience optimizations
- The ability to thrive in a fast-paced, dynamic environment
What are the benefits?
Here are some of the great benefits and perks that come from being a Simply Business employee:
-Group plan for medical, dental, vision, and prescription drug coverage
-Short term disability, long term disability, and life insurance coverage
-Participation in the Company’s bonus program
-Participation in 401(k) plan with a 5% employer match
-Commuter benefits to help cut down on parking and public transit costs
-25 days of vacation time plus 10 sick days and 10 company holidays
-A genuine investment in your learning and development
-Regular team outings, and volunteer opportunities
-An awesome office space
-A hybrid working model, giving our employees great choice and flexibility to work in a way that’s best for their particular job, their teams, and their lives.
Simply Business is an equal opportunity employer. We’re committed to welcoming and helping employees grow within an inclusive & diverse culture. And that commitment starts with our interview process.
Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you’ll have the opportunity to meet a variety of people throughout the process. Get excited!
Most of our first round interviews will take place over Zoom; however, further through the process there may be the opportunity/expectation to meet members of the team in-person.
If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom first regardless – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected].
Please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.
Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/