Senior Customer Success Manager

Introduction:
Fairmatic is on a mission to make roads safer—one fleet at a time. We’re transforming commercial auto insurance with AI and data-driven insights, offering options that reward safe driving and improve outcomes for fleets.

We’re looking for a highly organized and proactive Customer Success Manager to drive value and serve as the primary point of contact for our insureds. Reporting to the Head of Customer Success, this role ensures a seamless customer journey across onboarding, telematics activation, daily servicing, compliance, and renewals.

The ideal candidate is thoughtful, detail-oriented, and comfortable navigating the complexities of insurance and telematics workflows. You’ll thrive in a fast-paced environment, communicate clearly, and continuously improve processes as we scale. If you’re operationally sharp, analytically driven, and excited to help shape Customer Success at a growing insurtech, we’d love to hear from you.

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 (CEMs) in executing monthly loss control reports and customer communications.
• Contribute to process innovation and scalability initiatives across the Customer Experience organization.

Skills and Qualifications

• 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.

Location: Remote