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Role Description

As an Account Manager (AM) at Reserv, you’ll serve as the strategic partner and relationship owner for a portfolio of key customers. You will work cross-functionally to deliver optimal claims outcomes, maximize customer satisfaction, and help shape our customers’ long-term success.

You’ll act as the quarterback of the customer relationship — proactively identifying opportunities, solving problems, managing escalations, and driving measurable results through the lifecycle of the account. This is a high-ownership role for a customer-obsessed operator with strong communication, project management, and strategic thinking skills.

What you'll do

• Customer Relationship Management
  • Develop and nurture deep, trust-based relationships with key stakeholders across your accounts.
  • Act as a strategic advisor, understanding your customers’ business goals, challenges, and success criteria.
  • Conduct regular Strategic Business Reviews (Monthly and Quarterly) to review performance, share insights, and drive continuous improvement.
  • Stay informed on industry trends, regulations, and competitive shifts that may impact your customers.
• Retention & Growth
  • Serve as the voice of the customer internally — advocating for customer needs across Product, Claims, and Ops.
  • Identify and drive opportunities for expansion, renewals, and upsells in partnership with Sales.
  • Execute customer success strategies tailored to your customer segment and business priorities.
• Project & Outcome Ownership
  • Own the overall success of the account — proactively managing escalations, requests, and ongoing initiatives.
  • Collaborate with internal teams (Claims, Onboarding, Escalation, Product, Sales) to ensure aligned delivery and communication.
  • Surface operational or tech-related friction points, develop solutions, and champion necessary process or product improvements.
• Customer Journey Optimization
  • Support seamless handoffs from Onboarding to post-go-live engagement.
  • Use data and performance metrics to drive transparency, identify risks, and demonstrate value realization.
  • Help establish a frictionless, scalable, and advisory-driven customer experience across the CS lifecycle.

Qualifications

• 6+ years of experience in Customer Success, Account Management, or Customer Services, preferably in tech-enabled services, TPA, Insurtech, or B2B service delivery
• Are passionate about building strong customer partnerships and delivering measurable value
• Have experience running performance business reviews or executive business reviews with enterprise customers
• Thrive in cross-functional environments and can influence without authority
• Possess strong organizational and project management skills — able to juggle multiple customers and priorities
• Have a deep sense of accountability and ownership; you don’t let balls drop
• Bring curiosity and creativity to problem solving
• Are excited to help build — not just execute — a world-class CS function
• Have an understanding of the P&C Insurance industry and claims value chain (a plus)

Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!