Director of Customer Success


Title: Director of Customer Success 

Reporting to: Chief Business Officer 

Location: Remote Working 

Built on the basis of 190 billion miles of driving data, we’re on a mission to make roads safer one fleet at a time. We’re here to disrupt the commercial auto-insurance industry, a market in urgent need of innovation. This is an amazing opportunity to be part of an ambitious company that is looking to find new ways to delight our customers.

Many companies say so, but at Fairmatic, we really do believe that our people are our greatest asset.  To illustrate that:

  • We want you to take ownership to do what it takes to reach our destination. 

  • Because we’re going places no one has ever been and are building new and unique solutions, you should be ready to do some offroading.  

  • Velocity and focus is our competitive advantage.  That means we lean in and always find a way to deliver - even if it's never been tried before. 

 So if you’re ready, grab the steering wheel, get your motor running, and join us for a great ride at Fairmatic.  We’re eager to meet you!

About the role: Director of Customer Success 

This role will lead our customer engagement from the point of sale through the renewal process working with our ~ 100 high impact broker/wholesale partners nationally to make sure the customer and broker experience and satisfaction are exceeded. Fairmatic will be looking to grow our brokers and customers by 4-5 X in 2022 and beyond. This is a leadership role with the opportunity to build a team over time, after proven results in key areas listed below over the first few quarters. 

Role Responsibilities 

● Lead our customer retention and renewal retention strategies 

○ Implement benchmarks to achieve customer retention and insurance premium dollar retention that exceed goals. 

○ Team lead to coordinate all Fairmatic resources to GTM for renewals of customers through the broker channel. 

● Create a scalable customer success strategy for leading transportation regional/national broker/wholesalers/partners and their customers/insureds. 

○ Work with leadership to create content and presentations that differentiate Fairmatic from the competition 

○ Co-present quotation proposals and sales demonstrations with BRMs and Underwriters proposals to brokers and customers. 

○ Create a plan aligned with Sales goals to hit KPI service targets and execute against aggressive timelines 

○ Achieve NPS targets and understand 

○ Lead a customer success/service team to help fuel and support Fairmatic’s growth ○ Lead the overall connection of our brokers and customers with our technology and insurance solutions during the life of the customer with Fairmatic. 

● Increase our quote to bind from the broker/wholesaler distribution channel by demonstrating Fairmatic’s value proposition to their customers. 

○ Create an engagement strategy for appointed broker/wholesaler/partnerships while complementing our BRMs ( regional Business Relationship Managers) efforts to engage with brokers and retain customers. 

○ Work with brokers and customers to understand the value of Loss Control Reports, Dashboards, and rate per mile/ pricing philosophy to both reduce insurance premiums and better forecast insurance spend. 

● Establish FM as a leading brand in the commercial auto and telematics space for customer engagement and customer experience.

○ Identify key speaking opportunities and networking events that demonstrate the value of FM to potential customers and brokers 

○ Understand the competitive landscape and provide feedback to the insurance product team on ideas for product improvement. 

○ Help our leadership team develop our Trucking GTM strategy and appetite in 2022. 

● Strategic Partnership Business Development 

○ National responsibilities for business development with key strategic partners that work with or have customers in the commercial auto fleet space. 

○ Hit pipeline and revenue targets as agreed for 2022. 

What we need from you:

● 10+ Years’ experience in sales or customer account management preferably working with insurance products or related services at the nation, regional, state level to retail brokers, wholesalers, & end users. At least 3-5 in a Manager/Director level capacity fully owning a team and budget 

● Bachelors (Masters/MBA or equivalent experience preferred) in marketing and/or relevant coursework in marketing data & analytics or similar field (Business, Economics) 

● Strong presentation skills both virtually and in person. 

● Independent drive while having strong team building and leadership skills 

● Collaboration across cross-functional teams at Fairmatic 

● Knowledge on- commercial lines insurance, underwriting, claims, and broker business operations 

● Analytical and computer skills 

● Proven success in developing and building partnerships with C level execs, decision-making and problem solving  

● Proactive, passionate attitude 

● Strong networking skills 

● Self-affirmative and driven to get the job done. 

● Salesforce experience with CRM is desirable. 

Our offering:

  • Market competitive compensation

  • Equity in a business which is already secure and trading strongly.

  • Comprehensive health and wellness benefits 

  • Unlimited vacation

  • 401 (K) Retirement savings

Fairmatic is an equal opportunity employer, and we are committed to building a team culture that celebrates inclusion and belonging.

JOB CODE: 1000009