AVP, Customer Success

Company Overview

Founded in 2012, Seek Now has become one of the fastest growing companies in both the insurance tech and real estate tech spaces by enabling a gig-economy (called our Seeker network) for property inspections and real estate digital twins. In industries generally not known for being "high-tech," we pride ourselves on creating solutions previously thought impossible while at the same time being in a unique position to influence the future of how these industries works entirely. We foster an engaging, collaborative environment across many engineering and development disciplines such as web, mobile, computer vision, machine learning, drones, immersive 360° Walkthroughs, and novel AR/VR experiences.

Position Summary

Leads Seek Now's Customer Success organization and is responsible for the overall strategy, performance, and growth of customer relationships across the insurance carrier portfolio. Serves as the executive leader responsible for driving customer retention, adoption, satisfaction, and long-term partnership value while ensuring alignment between customer objectives and operational delivery.

Oversees Customer Success leadership teams, develops scalable customer engagement strategies, and serves as a senior escalation point for strategic carrier partners. Partners closely with Operations, Product, Technology, Marketing, Strategic Accounts, and Executive Leadership to ensure customers receive exceptional service, achieve desired outcomes, and realize maximum value from Seek Now's solutions.

Key Responsibilities:

- Establish and execute the strategic vision, goals, and priorities for the Customer Success organization.
- Lead, coach, and develop Customer Success leaders and team members while fostering a high-performance, customer-centric culture.
- Own customer retention, customer satisfaction, adoption, and account growth objectives across the carrier portfolio.
- Serve as executive sponsor for key insurance carrier relationships and maintain trusted partnerships with carrier leadership.
- Partner with Strategic Accounts, Sales, and Executive Leadership to support contract renewals, account expansion opportunities, and long-term growth initiatives.
- Lead executive business reviews and customer success planning sessions with strategic carrier partners.
- Establish and execute the strategic vision, goals, and priorities for the Customer Success organization.
- Lead, coach, and develop Customer Success leaders and team members while fostering a high-performance, customer-centric culture.
- Own customer retention, customer satisfaction, adoption, and account growth objectives across the carrier portfolio.
- Serve as executive sponsor for key insurance carrier relationships and maintain trusted partnerships with carrier leadership.
- Partner with Strategic Accounts, Sales, and Executive Leadership to support contract renewals, account expansion opportunities, and long-term growth initiatives.
- Lead executive business reviews and customer success planning sessions with strategic carrier partners.
- Monitor customer health, adoption, utilization, and satisfaction metrics to identify risks and growth opportunities.
- Serve as the senior escalation point for significant customer concerns, service issues, and contract-sensitive matters.
- Partner with Operations, Field Operations, Quality Assurance, Product, and Technology teams to ensure service delivery aligns with customer expectations and contractual commitments.
- Champion the voice of the customer throughout the organization and influence organizational priorities based on customer feedback and market insights.
- Develop customer success processes, reporting frameworks, and performance metrics that support growth, scalability, and operational excellence.
- Ensure Salesforce and other customer management systems accurately reflect customer activity, engagement, health indicators, and business opportunities.
- Evaluate customer success performance and implement continuous improvement initiatives to enhance customer outcomes and business results.
- Participate in strategic planning and contribute to organizational growth initiatives.

Success in the Role

Key Performance Indicators / Success Measures

- Customer retention and renewal targets are achieved across the carrier portfolio.
- Customer satisfaction and customer experience metrics meet or exceed established goals.
- Strategic customer relationships remain healthy, engaged, and positioned for long-term growth.
- Adoption and utilization of Seek Now services increase across customer accounts.
- Revenue retention and expansion objectives are achieved.
- Customer risks and escalations are identified early and resolved effectively.
- Service delivery consistently aligns with contractual commitments and customer expectations.
- Customer Success team performance, engagement, and development objectives are achieved.
- Salesforce reporting, customer health tracking, and account documentation remain accurate and current.
- Cross-functional initiatives improve customer outcomes and strengthen carrier partnerships.

Qualifications & Skills

Required

- Bachelor's degree in Business, Insurance, Marketing, Communications, or related field.
- 10+ years of progressive experience in Customer Success, Strategic Accounts, Client Services, or Account Management.
- 5+ years leading managers and customer-facing teams.
- Experience working directly with insurance carriers, claims organizations, or insurance service providers.
- Demonstrated success managing enterprise-level customer relationships.
- Strong strategic planning, leadership, communication, and problem-solving skills.
- Experience utilizing CRM platforms, preferably Salesforce.

Preferred

- Master's degree in Business Administration or related field.
- Experience within property and casualty insurance, claims services, inspection services, or InsurTech organizations.
- Experience leading large-scale customer success or client experience functions.
- Proven ability to lead organizational change and customer-focused transformation initiatives.

Work Environment:

- Remote position with approximately 5% travel requirement to office headquarters currently located in Louisville, Kentucky, and Atlanta, Georgia.
- May require occasional weekend or evening availability based on deployment/maintenance schedule or other business needs.

Physical Demands:

- Typical in-office activities (sitting, standing, and walking).
- Must be able to routinely use standard office equipment.

Position Type and Hours:

- Full-Time
- Flexible remote work arrangement

Travel:

- Up to 25% Travel Requirement for occasional meetings/events at headquarters.

Benefits and Perks:

Seek Now offers a great benefit package, which includes health, dental and vision insurance, 401K with company match, paid time off (PTO), Professional development and certification reimbursement, short and long-term disability insurance, AD&D insurance, life insurance, and more!

EEO Statement:

Seek Now is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. Seek Now does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Other Duties Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Activities, duties, and responsibilities may change, or new ones may be assigned at any time with or without notice.