Senior Customer Experience & Retention Manager – Remote, Strategic Leader in Insurance & Financial Services Driving Client Loyalty, Service Innovation, and Long‑Term Relationship Growth at brighthush

About brighthush – Where Protection Meets Experience

In today’s fast‑moving insurance landscape, policies are often seen as a necessary expense rather than a trusted partnership. At brighthush, we’re rewriting that narrative. We don’t just sell coverage; we create moments of reassurance, clarity, and delight that resonate long after a claim is closed. Our portfolio spans property & casualty, life, health, and retirement products, but the true differentiator is the experience we deliver at every touchpoint. Trust, transparency, and proactive care are the pillars that support our relationships with clients, partners, and employees alike.

Why This Role Matters

Customer experience is the single most powerful differentiator in a commodified insurance market. A single negative interaction can trigger churn, while a single positive experience can spark referrals and repeat business. As the Senior Customer Experience & Retention Manager, you will be the strategic engine that transforms everyday interactions into lasting relationships, directly influencing renewal rates, satisfaction scores, and brand perception. Your work will shape how brighthush connects with its clients and will be a key driver of our growth trajectory.

Role Overview

Operating fully remotely, you will lead a cross‑functional team of customer service specialists, agents, and support staff to deliver world‑class service. Your blend of data‑driven insight, consultative selling, and process innovation will shape the future of how brighthush connects with its clients. You will own the end‑to‑end customer journey, ensuring that every touchpoint reflects our brand promise of trust, transparency, and proactive care.

Key Responsibilities

• Strategic Customer Interaction Leadership: Serve as the primary point of contact for high‑value clients, handling inquiries related to policies, billing, renewals, claims, and account reviews with professionalism and empathy.
• Service Excellence & Quality Assurance: Deliver calm, professional assistance that resolves issues quickly, leaving customers feeling valued and understood. Conduct regular quality audits to ensure consistency across all touchpoints.
• Proactive Coverage Management: Perform scheduled account reviews to ensure coverage remains current, appropriate, and aligned with clients’ evolving needs. Identify opportunities for upsell or cross‑sell based on data insights.
• Relationship Building & Trust Development: Foster strong, trust‑based relationships that encourage repeat business, referrals, and long‑term partnership. Act as a trusted advisor in all interactions.
• Needs‑Based Consultative Conversations: Identify potential coverage gaps and initiate natural, consultative conversations to recommend suitable products that enhance client protection.
• Documentation & Compliance: Maintain accurate records of all customer interactions, updates, and follow‑ups in accordance with agency and regulatory standards.
• Team Collaboration & Process Integration: Coordinate with agents, underwriting, and support staff to ensure smooth workflows and timely resolution of customer requests.
• Performance Tracking & Reporting: Monitor service metrics, retention rates, and customer satisfaction scores; report findings to leadership and recommend actionable improvements.
• Continuous Improvement & Innovation: Participate in ongoing training, share best practices, and contribute to process enhancements that elevate the customer experience.
• Remote Work Excellence: Demonstrate self‑discipline, organization, and responsiveness while operating from a remote environment.
• Cross‑Functional Leadership: Lead cross‑departmental initiatives that align customer experience goals with product development, marketing, and compliance teams.
• Strategic Insight & Forecasting: Use data analytics to forecast churn risks, identify high‑impact retention opportunities, and develop proactive strategies.

Essential Qualifications

• Minimum of 1 year of experience working within an insurance agency environment.
• Active Property & Casualty license (mandatory).
• Life & Health license preferred but not required.
• Proven track record of delivering outstanding customer service and building lasting relationships.
• Strong communication skills—both written and verbal—across multiple channels.
• Excellent organizational abilities and meticulous attention to detail.
• Comfortable navigating agency systems, processes, and policies in a remote setting.
• Self‑motivated, proactive, and able to manage multiple priorities independently.
• Experience with policy servicing, billing inquiries, account reviews, and retention initiatives.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable plans.

Preferred Qualifications

• Additional certifications in insurance or customer experience management.
• Experience leading or mentoring a customer service team.
• Familiarity with CRM platforms and data analytics tools.
• Background in financial services or related industries.
• Experience with remote team management and virtual collaboration tools.

Skills & Competencies

• Customer‑Centric Mindset: Passion for understanding client needs and delivering tailored solutions.
• Problem‑Solving: Ability to analyze issues, identify root causes, and implement effective resolutions.
• Communication: Clear, concise, and empathetic communication across phone, email, and chat.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote environment.
• Adaptability: Thrive in a fast‑moving agency setting, embracing change and continuous improvement.
• Team Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Technology Proficiency: Comfortable using CRM systems, Microsoft Office Suite, and collaboration tools.
• Data Literacy: Ability to interpret dashboards, reports, and key performance indicators.
• Leadership Presence: Inspire confidence in team members and stakeholders through clear vision and consistent execution.

Career Growth & Development

At brighthush, we invest in our people. As the Senior Customer Experience & Retention Manager, you will have access to:

• Structured onboarding and mentorship programs that accelerate your integration and skill development.
• Regular training sessions on product updates, customer experience best practices, and regulatory changes.
• Opportunities to advance into senior service roles, team leadership, or specialized product lines.
• Cross‑departmental projects that broaden your skill set and visibility across the organization.
• Performance‑based bonuses and recognition programs that reward excellence and innovation.
• Access to industry conferences, webinars, and professional development courses.
• Clear career pathways with defined milestones and growth metrics.

Work Environment & Culture

brighthush is built on a foundation of integrity, collaboration, and innovation. Our remote work model offers:

• Flexible scheduling options—full‑time or part‑time—with a focus on afternoon coverage (1:00 PM–5:00 PM Eastern Time) for part‑time roles.
• A supportive, service‑driven team that values open communication and mutual respect.
• Access to cutting‑edge technology that streamlines workflows and enhances customer interactions.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Regular virtual team‑building events, town halls, and peer‑learning sessions.
• Transparent leadership that shares company vision, goals, and progress.

Compensation & Benefits

While specific figures may vary based on experience and role type, brighthush offers a competitive compensation package that includes:

• Base salary range: $50,000 – $70,000 per year (full‑time).
• Performance‑based bonuses tied to service metrics and retention goals.
• Comprehensive paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance options.
• Professional development stipend and access to industry conferences.
• Employee wellness programs and mental health resources.
• Flexible work‑from‑home stipend to support home office setup.
• Employee referral bonus program.

How to Apply

If you’re ready to lead through service, build lasting relationships, and help clients protect their futures, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Experience & Retention Manager role at brighthush. In your cover letter, highlight a specific example of how you turned a challenging customer interaction into a positive outcome and how that experience aligns with our mission.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or veteran status.