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Fairmatic is transforming commercial auto insurance with AI and data-driven insights, rewarding safe driving and improving outcomes for fleets. We're seeking a highly organized and proactive Senior Customer Success Manager to drive value and serve as a primary point of contact for our insureds.
You will report to the Head of Customer Success and ensure a seamless customer journey across onboarding, telematics activation, daily servicing, compliance, and renewals. This role requires someone thoughtful, detail-oriented, and comfortable navigating the complexities of insurance and telematics workflows.
Key Responsibilities:
- Guide insureds through onboarding and ensure timely telematics activation across drivers and devices
- Monitor account health checks and proactively reach out to resolve activation gaps or device issues
- Serve as a trusted advisor to customers, managing inquiries related to policy servicing, billing, driver changes, and account maintenance
- Analyze fleet and customer data to identify trends, compliance issues, and opportunities for improvement
- Collaborate cross-functionally with Product, Engineering, and Operations to troubleshoot and remove friction in customer workflows
- Document customer interactions, update CRM records, and contribute feedback to improve internal processes and customer experience
- Support Customer Engagement Managers in executing monthly loss control reports and customer communications
- Contribute to process innovation and scalability initiatives across the Customer Experience organization
You'll thrive in a fast-paced environment, communicate clearly, and continuously improve processes as we scale. The ideal candidate is operationally sharp, analytically driven, and excited to help shape Customer Success at a growing insurtech.
Requirements:
- 3–6 years of experience in Customer Success, Account Management, Insurance Services, or similar operational/customer-facing roles
- Strong written and verbal communication skills with proven ability to build and manage customer relationships at all levels
- Proficiency in Microsoft Excel; experience with Salesforce, HubSpot, Slack, and Atlassian Suite a plus
- Highly organized self-starter with strong attention to detail
- Experience managing complex, multi-divisional, or geographically distributed customers
- Familiarity with commercial auto insurance and/or telematics-based programs preferred
- Solutions-oriented, customer-focused mindset with a track record of improving processes and driving outcomes
