Customer Success Manager 4

As Customer Success Manager IV, you will own the retention, expansion, and strategic growth of a high value portfolio of strategic level accounts. This is a Senior-level role, designed for someone who can blend strategic revenue management, demand generation expertise, and consultative partnership skills. You will be accountable for driving measurable revenue outcomes, identifying new growth opportunities, and influencing customer strategy on a scale. This role requires a proactive contributor, who can think beyond day-to-day account management, while consistently delivering results.

Responsibilities:

• Own revenue targets for a defined book of high-value accounts, with accountability for retention, upselling, and expansion.
• Analyze customer performance trends, proactively addressing revenue risk and capitalizing on growth opportunities.
• Partner with Sales and Marketing to generate new demand across assigned accounts, ensuring consistent pipeline contribution.
• Serve as the primary executive-level point of contact for agency customers, building long-term strategic partnerships.
• Conduct quarterly business reviews (QBRs) and performance deep-dives to align customer goals with AWL solutions.
• Deliver consultative insights on lead mix, ROI optimization, and market expansion opportunities.
• Maintain disciplined activity levels across proactive outreach, discovery, and revenue-driving touchpoints.
• Leverage CRM and BI tools (Salesforce, Excel, OLAP dashboards) to forecast, track, and report on customer outcomes.
• Ensure timely handling of escalations while maintaining strong internal cross-functional alignment (Sales, Product, Engineering, Finance).
• Provide actionable customer and market feedback to influence AWL product development and process innovation.
• Identify emerging insurance industry trends and translate them into opportunities for AWL and our customers.
• Represent AWL at customer sites, industry events, or conferences as needed (5-10% per year of travel).
• Must reside in Austin, TX or within a 2 hour radius to Austin for team building events

Requirements:

• Demonstrable and quantifiable success selling and/or supporting a product or service over the phone.
• Experience following a structured, disciplined approach to sales.
• Exceptional phone, written, and interpersonal skills.
• Thrives in a high‐tech, fast‐paced, team‐oriented environment.
• Exudes enthusiasm, a positive attitude, self‐motivation, and strong work ethic.
• Possesses computer skills and web literacy, with proficiency in Word, Excel, and Outlook.
• Salesforce experience preferred but not required.
• Experience in the Insurance Field would be nice but is not required.