Overview
TitleCapture, a leading provider in the title insurance industry, is seeking a Strategic Customer Success Manager to enhance our approach to client management. This remote and full-time role is designed for an individual passionate about transforming post-onboarding client engagement from reactive support to proactive, strategic partnerships. The successful candidate will play a crucial role in ensuring our clients receive exceptional value, thereby increasing satisfaction and retention and uncovering opportunities for upselling.

Responsibilities

• Develop and implement a comprehensive customer success strategy that focuses on minimizing churn and maximizing customer satisfaction.
• Proactively engage with clients to understand their needs, challenges, and feedback, fostering a strong, trust-based relationship.
• Establish, monitor, and report on key performance indicators (KPIs) related to customer success, such as retention rates, customer satisfaction scores, and upsell opportunities.
• Collaborate with sales and onboarding teams to ensure a seamless transition for clients into ongoing account management.
• Utilize customer data and feedback to identify trends, opportunities for service improvement, and potential upsell or cross-sell scenarios.
• Create and manage effective user flows and customer journeys using platforms like HelpScout and HubSpot to ensure a cohesive and personalized customer experience.
• Recommend and implement strategic improvements to the customer success processes based on data-driven insights.
• Advocate for customer needs and feedback within the company, influencing product development and business strategies.

Qualifications

• Proven track record in customer success, account management, or a similar role, with demonstrated success in reducing churn and enhancing customer satisfaction across a wide range of companies. Experience in seeing how customer success operates in various settings and the ability to implement new, documented processes is essential.
• Must be highly experienced in improving customer success metrics, with a strong, informed opinion on the best practices in customer success, but also open to innovation and change.
• Excellent communication and interpersonal skills, capable of building strong, lasting relationships with clients.
• Strong analytical abilities, with proficiency in data analysis and leveraging insights to inform strategic decisions.
• Experience with CRM and customer service platforms, particularly HelpScout and HubSpot.
• Independent, strategic thinker with a proactive mindset, committed to achieving excellence in customer success.
• Familiarity with setting up and managing KPIs and customer success metrics.

To Apply:

Please email us at recruiting@titlecapture.com — please include your interest in this role, why you think you might be a good fit, and your resume.

We will be in touch with you shortly. Thank you.