Strategic Customer Lifecycle Manager
hace 2 semanas
Company Overview
Simply Business is a leading online insurance brokerage that protects small businesses and entrepreneurs. We're committed to delivering exceptional customer experiences and driving growth through innovation and data-driven decision making.
Job Summary
We're seeking a strategic and results-oriented Senior Manager, Customer Lifecycle Management to optimize the customer experience and improve customer lifetime value (LTV). The successful candidate will develop and execute a comprehensive strategy for customer retention, upsell, and renewal, leading a cross-functional team to drive CLM efforts and improve customer satisfaction, retention, and LTV unit economics.
Key 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)
Requirements
- 7+ years of experience with a background in product or operations preferred
- Strong leader with the ability to build relationships across the organization and influence cross-functionally to drive objectives forward
- Advanced analytical skills and proficiency in data-driven decision making
- Strong drive for experimentation and learning
- Excellent communication skills and strong executive presence
- Sharp focus on results and strong project management skills
- Deep understanding of the customer journey and customer experience optimizations
What We Offer
At Simply Business, we're committed to supporting our employees' growth and well-being. We offer a range of benefits, including medical, dental, and vision coverage, short-term and long-term disability insurance, life insurance, 401(k) plan with a 5% employer match, and commuter benefits. We also offer 25 days of vacation time, 10 sick days, and 10 company holidays, as well as regular team outings and volunteer opportunities.
How to Apply
If you're a strategic and results-oriented professional with a passion for delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter outlining your experience and qualifications for the role.
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