Senior Manager, Customer Lifecycle ManagementSimply 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 strategyLead a cross-functional team (Product, Marketing, Customer Sales & Support, Customer Insights) to drive CLM effortsOwn and optimize key customer lifecycle metrics, including retention, upsell, and renewal ratesReport out on CLM performance to the US Management TeamMonitor and analyze retention performance (by segment, payment type, cohort tenure, etc)Leverage data and analytics to identify trends, opportunities, and areas for improvementRepresent the voice of the customer and contribute to a culture of customer centricityLeverage customer insights to identify opportunities for improvement and influence the product roadmap and marketing strategiesWork 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 preferredA strong leader with the ability to build relationships across the organization and influence cross-functionally to drive your objectives forwardAdvanced analytical skills and proficiency in data-driven decision makingA strong drive for experimentation and learningExcellent communication skills and strong executive presenceA sharp focus on results and strong project management skillsA deep understanding of the customer journey and customer experience optimizationsThe ability to thrive in a fast-paced, dynamic environmentWhat 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 coverageShort term disability, long term disability, and life insurance coverageParticipation in the Company's bonus programParticipation in 401(k) plan with a 5% employer matchCommuter benefits to help cut down on parking and public transit costs25 days of vacation time plus 10 sick days and 10 company holidaysA genuine investment in your learning and developmentRegular team outings, and volunteer opportunitiesAn awesome office spaceA 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.
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 ******.
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