Description

About Reserv

Reserv is modernizing the insurance claims experience through data-driven operations, cutting-edge technology, and deep industry expertise. As a third-party administrator (TPA), we partner with MGAs and carriers to deliver faster, smarter, and more transparent claims outcomes.

We are building a best-in-class Customer Success function that sits at the intersection of service delivery, customer partnership, and value creation — and we’re looking for passionate, driven individuals to help shape it from the ground up.

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 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 we need

We need you to do all the things typical to the role:

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.

Success Metrics

• Customer satisfaction and sentiment (CSAT, NPS, QBR/MBR feedback)
• Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Upsell and expansion opportunity identification
• Escalation volume and time-to-resolution (in partnership with internal teams)
• Customer health score and engagement metrics
• Timely execution of account deliverables and action items

Requirements

• Have 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!

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!