Account Manager

About the role

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 your 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.

Responsibilities

• 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.

Requirements

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

Qualifications

• Strong communication and interpersonal skills.
• Ability to manage multiple projects and priorities simultaneously.
• Experience with CRM tools and customer relationship management systems.
• Knowledge of insurance claims processes and industry standards.

Skills

• Strategic thinking and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage and prioritize multiple tasks and projects.
• Strong organizational and project management skills.
• Experience with customer relationship management software.
• Understanding of insurance claims processes and industry standards.

Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental.
• 401(k) retirement plan with employer matching.
• Competitive PTO policy—employees are fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work.
• Apple laptop, large second monitor, and other quality-of-life equipment you may want.
• Technology that makes your life easier, not harder!
• Opportunity to work toward reducing and eliminating all the administrative work from an adjuster role.
• Foster a culture of empathy, transparency, and empowerment in a remote-first environment.