This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position is fully remote within the continental United States. Make a Real Impact. Champion Customers. Drive Growth. As a key member of our Customer Success team, you'll be more than an account manager - you'll be a trusted partner to some of the most influential players in the insurance industry. Reporting to the Sr. Director of Customer Success, you'll build meaningful relationships that create genuine value for your customers and fuel Nearmap's growth. What you'll actually be doing: - Own a portfolio of insurance-sector customers, becoming the expert they rely on to get the most out of Nearmap's cutting-edge aerial imagery and location intelligence solutions. - Spot risks before they become problems, uncover new opportunities for growth, and make renewals feel effortless. - Proactively engage customers at the right moments, armed with data and insight, to deliver experiences that turn satisfied customers into passionate Nearmap advocates. What sets this role apart: - You'll have a well-documented playbook to guide how you manage your portfolio, giving you a strong foundation from day one. - There will be plenty of room to bring your own creativity and initiative. - You'll have a unique opportunity to dig into the "why" behind potential churn/risk and collaborate directly with CS leadership to build strategies that address and resolve those challenges. - Your voice will carry real weight beyond your own book of business, working closely with Sales, Solutions, Product Management, and Marketing. - The feedback you bring from the field drives action. You'll thrive here if you: - Love building trust-based relationships with enterprise customers. - Can balance sharp analytical thinking with genuine people skills. - Are energized by hitting retention and growth targets. - Can connect your work to clear business outcomes. - Enjoy managing a large, diverse book of business with efficiency and purpose. - Enjoy working in a fast-moving environment where no two customer challenges are exactly the same. Qualifications - 2+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company. - Proven ability to map customer business processes to product capabilities. - Demonstrated success in developing and executing customer-centric strategies to maximize value from technology solutions. - Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams. - Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders. - Excellent negotiation and decision-making skills, with a data-driven approach to prioritization. - Ability to identify and act on growth opportunities. - Proficiency in Salesforce and Microsoft Office tools. - Exceptional program management skills, combining creative problem-solving, business acumen, and analytical aptitude. - Ability to work independently, take initiative, and thrive in a fast-paced environment. - Cultural awareness and appreciation for diversity in professional settings. - Bachelor’s degree required. Requirements - Manage subscription renewals for the portfolio of Insurance customers, ensuring a smooth and efficient process. - Maintain up-to-date account intelligence in Salesforce and use customer data to drive engagement strategies. - Collaborate with internal teams to design scalable, programmatic approaches to managing a large portfolio of accounts using customer experience and marketing automation techniques. - Serve as a trusted advisor to customers, driving onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value. - Identify churn risks, implement proactive measures to address them, and drive customer satisfaction. - Collaborate cross-functionally to resolve customer issues, ensuring retention and fostering growth opportunities. - Develop and progress upsell opportunities in partnership with Sales teams. - Actively nurture advocacy among customers to promote Nearmap solutions internally and externally. - Apply sound judgment to analyze moderately complex challenges and determine appropriate solutions within established guidelines. - Adapt processes and methods when necessary to meet the unique needs of customers or business objectives. - Use learned techniques and data-driven approaches to investigate issues and contribute to resolution efforts that support customer retention and success. - Adhere to company guidelines and the corporate Code of Conduct. - Act in an ethical way when dealing with company assets and other people. Benefits - 4 extra "YOU" days off each year - take a break, no questions asked! - Company-sponsored volunteering days to give back. - Generous parental leave policies for growing families. - Work from Overseas Policy - explore the world in the approved list of cities while you work! - Access to LinkedIn Learning for continuous growth. - Discounted Private Health Insurance plans. - Monthly wellbeing and technology allowance. - A Nearmap subscription (naturally!).

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Care Coach? Globe Life is looking for a Customer Care Coach to join the team! In this role, you will be responsible for coaching agents, communicating company goals, and providing help to management. This includes coaching, training, and keeping management updated on team performance as needed. You will maintain current knowledge of departmental policies and procedures to ensure agents receive timely and accurate information and serve as the liaison between the supervisor and representative for on-the-job training This is a remote/work-from-home position. What You Will Do: - Coach agents to ensure productivity, quality and customer satisfaction objectives are met - Conduct one-on-one meetings with agents to evaluate performance against KPIs - Coach and develop agents to acquire and refine job skills through constructive feedback and ongoing training - Provide coaching, advice and guidance based on audit findings - Communicate company goals and metrics with team members to deliver high-level customer service - Hold regular team meetings as SME to review performance and provide guidance for continuous improvement - Participate in meetings, presentations, and special projects as assigned by management - Identify adverse performance trends and patterns and inform/advise Management - Summarize findings and recommendations and forward to supervisor for performance assessments - Monitor team performance against established metrics and KPIs - Escalate issues appropriately and in real-time including technical, performance, and HR issues - Assist with taking calls during periods of excessive call volume - Address performance and operational challenges as they arise - Provide input and assist with development of additional training or policy/procedure changes - Develop job aids and tools to assist agents in improving overall performance - Maintain comprehensive working knowledge of policies, procedures, and benefits across all business lines What You Can Bring: - High School diploma or equivalent - Some College is a plus - 2 years of experience in call center, customer care - If internal applicant, CSS title preferred - Exceptional listening and analytical skills - Dedication to providing exceptional World Class Customer Service - Ability to prioritize and organize work in a multitasking environment - Ability to maintain the highest level of confidentiality - Excellent interpersonal, written, and oral communication skills - Excellent judgment, reasoning, and problem-solving skills - Strong working knowledge of correct grammar and punctuation usage. - Strong working knowledge of all types of Customer Service programs (i.e., CSE, Letter writer, Mainframe, Intranet, etc.) - Ability to objectively review phone calls in accordance with department guidelines. - Strong organizational skills. - Proficiency in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems. - Knowledge of customer service principles and practices - Ability to professionally handle and resolve escalated issues - Strong teamwork skills Applicable To All Employees of Globe Life Family of Companies: - Reliable and predictable attendance of your assigned shift. - Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life: - Competitive compensation designed to reflect your expertise and contribution. - Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. - Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. - Paid holidays and time off to support a healthy work-life balance. - Parental leave to help our employees welcome their new additions. - Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. - Company-paid counseling for assistance with mental health, stress management, and work-life balance. - Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. - Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Care Coach? Globe Life is looking for a Customer Care Coach to join the team! In this role, you will be responsible for coaching agents, communicating company goals, and providing help to management. This includes coaching, training, and keeping management updated on team performance as needed. You will maintain current knowledge of departmental policies and procedures to ensure agents receive timely and accurate information and serve as the liaison between the supervisor and representative for on-the-job training This is a remote/work-from-home position. What You Will Do: - Coach agents to ensure productivity, quality and customer satisfaction objectives are met - Conduct one-on-one meetings with agents to evaluate performance against KPIs - Coach and develop agents to acquire and refine job skills through constructive feedback and ongoing training - Provide coaching, advice and guidance based on audit findings - Communicate company goals and metrics with team members to deliver high-level customer service - Hold regular team meetings as SME to review performance and provide guidance for continuous improvement - Participate in meetings, presentations, and special projects as assigned by management - Identify adverse performance trends and patterns and inform/advise Management - Summarize findings and recommendations and forward to supervisor for performance assessments - Monitor team performance against established metrics and KPIs - Escalate issues appropriately and in real-time including technical, performance, and HR issues - Assist with taking calls during periods of excessive call volume - Address performance and operational challenges as they arise - Provide input and assist with development of additional training or policy/procedure changes - Develop job aids and tools to assist agents in improving overall performance - Maintain comprehensive working knowledge of policies, procedures, and benefits across all business lines What You Can Bring: - High School diploma or equivalent - Some College is a plus - 2 years of experience in call center, customer care - If internal applicant, CSS title preferred - Exceptional listening and analytical skills - Dedication to providing exceptional World Class Customer Service - Ability to prioritize and organize work in a multitasking environment - Ability to maintain the highest level of confidentiality - Excellent interpersonal, written, and oral communication skills - Excellent judgment, reasoning, and problem-solving skills - Strong working knowledge of correct grammar and punctuation usage. - Strong working knowledge of all types of Customer Service programs (i.e., CSE, Letter writer, Mainframe, Intranet, etc.) - Ability to objectively review phone calls in accordance with department guidelines. - Strong organizational skills. - Proficiency in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems. - Knowledge of customer service principles and practices - Ability to professionally handle and resolve escalated issues - Strong teamwork skills Applicable To All Employees of Globe Life Family of Companies: - Reliable and predictable attendance of your assigned shift. - Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life: - Competitive compensation designed to reflect your expertise and contribution. - Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. - Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. - Paid holidays and time off to support a healthy work-life balance. - Parental leave to help our employees welcome their new additions. - Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. - Company-paid counseling for assistance with mental health, stress management, and work-life balance. - Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. - Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.

About Mixbook Mixbook is an award-winning design platform that gives consumers unmatched creative freedom to design and share one-of-a-kind stories, transforming the lives of more than 6 million people. We are the #1 rated photo book service in the US, with 36,000+ five-star reviews and a profitable, growing business. Customers love Mixbook for our powerful and intuitive editor, exceptional quality, designer-curated themes, and fanatical customer service. Founded by two UC Berkeley entrepreneurs named to Inc.’s 30 Under 30, Mixbook has been featured on the Today Show, Good Morning America, TechCrunch, The Verge, The Washington Post, The New York Times, and more. Today, Mixbook is a global team building thoughtful, beautifully crafted products at scale - and we’re just getting started. OverviewThe Head of CRM owns Mixbook’s lifecycle marketing strategy and performance, with accountability for driving retention, engagement, and customer lifetime value (LTV). This role serves as the single-threaded owner for CRM as a growth engine, defining the lifecycle roadmap across email, SMS, push notifications, direct mail, loyalty, and referral programs. Reporting to the VP of Growth Marketing, the Head of CRM sets the vision, prioritization, and operating model for lifecycle marketing while leading a team responsible for execution. This is a player-coach role: while the primary focus is strategic leadership and team enablement, this role will occasionally roll up their sleeves to dive into reporting, analysis, and select execution when needed to accelerate impact or unblock progress. LocationThis is a remote position with quarterly travel to the San Francisco Bay Area, with preferred location in the PST timezone. What you’ll doLifecycle Strategy & Business Ownership - Own lifecycle revenue, retention, repeat rate, and LTV performance across CRM channels - Define and maintain the lifecycle roadmap across acquisition, onboarding, engagement, retention, reactivation, and loyalty aligned with Mixbook’s brand vision - Act as the single accountable owner for CRM strategy, prioritization, and results Channel & Program Leadership - Set strategy and guardrails across email, SMS, push notifications, direct mail, loyalty, and referral programs to meet or exceed revenue goals - Ensure strong orchestration across channels, balancing short-term performance with long-term customer value - Establish promotion and messaging governance to drive sustainable lifecycle performance Experimentation, Measurement & Insights - Establish and execute frameworks for CRM testing and optimization to drive incrementality - Partner with Data and Analytics to define lifecycle health metrics and success criteria - Translate performance data and insights into clear priorities, roadmap adjustments, and investment decisions Platform, Data & Martech Ownership - Own CRM platform strategy, integrations, and vendor relationships (e.g., Iterable, Attentive, direct mail partners) - Partner with Product and Engineering on identity, data flows, and personalization capabilities - Ensure CRM tooling, data, and processes scale with the business People Leadership & Org Development - Lead, mentor, and develop CRM Manager(s) while setting clear operating standards and expectations - Act as a player-coach when needed, stepping in on reporting, analysis, or select execution during high-impact moments - Provide hands-on leadership for new initiatives to drive speed, clarity, and quality Cross-Functional Partnership - Partner closely with Creative, Product, Data, Growth, and Customer Experience teams - Serve as the lifecycle voice in cross-functional planning and prioritization - Ensure CRM strategy is tightly aligned with broader company and growth initiatives What You’ll Need - 10+ years of experience in CRM and lifecycle marketing within a consumer, DTC, or eCommerce environment - Proven track record of driving measurable improvements in retention, engagement, and LTV - Experience leading lifecycle strategy across multiple channels (email, SMS, push, loyalty, direct mail) - Strong background in experimentation, measurement, and data-driven decision-making - Proven ability to translate analytical data into clear strategic insights that drive impactful lifecycle marketing programs - Experience managing and developing high-performing marketing teams - Deep familiarity with CRM platforms and marketing automation tools (Iterable preferred) - Ability to influence cross-functional partners and drive alignment across teams - Strong organizational skills with the ability to prioritize, simplify, and execute in a fast-paced environment #LI-Remote Company Mission Our mission is to empower people to be creative and connect deeply with the ones they love. Unlike many growth companies, we have invested deeply in culture. Organizational health is central to our long-term strategy - we believe that when we care for our people, they build great products, our customers feel the difference, and our business grows as a result. We want people to join us who live our values: - Courageous Care - empathy with backbone; caring enough to be clear - Craftsmanship - pride in what we build and who it’s for; ownership end-to-end - Pioneer Spirit - moving fast and thinking ahead; treating constraints as creative fuel If Mixbook resonates with you and you’re excited by the work ahead, we encourage you to apply!