Customer Success Manager

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AWL (All Web Leads, Inc.) is one of the most successful customer acquisition marketing companies in the US. We help our customers acquire customers for the US insurance industry. Our team of nearly 1,000 professionals uses internet marketing strategies to turn consumer interest in insurance products into policy sales for the world's largest insurance carriers and more than 30,000 of their agents.

Our company has grown from a 2‑person startup in 2005 to a highly profitable business. We’re a tight‑knit, fast‑paced, entrepreneurial culture ranked Best Place to Work in Austin.

As a Customer Success Manager I at AWL you’ll retain and grow revenue from a large segment of AWL’s agent channel. You will work with small business customers to provide excellent service, optimize their products for maximum ROI, and sell additional products to grow market share. Working closely with the sales team and the Customer Success Leadership, you’ll collaborate on best practices and identify process/technology innovations.

This position is remote but requires residing within a 2 hour radius to Austin, Texas.

• Respond to all telephone, internet, and email support inquiries in real‑time, transacting 60+ phone calls and emails per day.
• Achieve revenue targets for AWL’s agent channel.
• Achieve or exceed efficiency metrics – first contact resolution, phone availability time, and email response time.
• Accurately record all required information and customer interactions into Salesforce CRM.
• Identify upsell opportunities to the existing customer base by maximizing every inbound interaction and conducting outbound calls to discuss expansion opportunities.
• Be a trusted advisor to customers, making recommendations to increase their success and grow demand for AWL products.
• Retain and grow customers through strong discovery, relationship building, and problem solving.
• Troubleshoot technical issues customers may have with the portal or account setup.
• Collect balances on delinquent accounts when necessary.
• Improve our service by providing customer feedback and personal experience to management.
• Complete outbound calls to new agents to onboard them onto our service and ensure their success with our products.
• Handle customer requests assigned by the CS Team Lead or CS Manager.

• Demonstrable and quantifiable success selling and/or supporting a product or service over the phone.
• Proven ability to be successful in a fully remote work environment.
• 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.
• Demonstrates strong organizational and time‑management skills.
• Computer skills and web literacy, with proficiency in Word, Excel, and Outlook.
• Bachelor's degree preferred but not required.

Austin, TX $-$