Contractor Success Manager

Description

Summary: This Contractor Success Manager role involves building trusted relationships with roofing contractors, driving account growth through engagement, and ensuring an exceptional customer experience. Highlights: 1. Builds trusted contractor relationships and drives account growth 2. Focuses on deep understanding of contractor operations and needs 3. Collaborates across teams to deliver seamless service Contractor Success Manager (Remote) **Contractor Success Manager (CSM)** **Location:** Remote (US Business Hours) About Us Your Virtual Adjuster (YVA) partners with roofing contractors across the United States to help maximize insurance claim outcomes through expert public adjusting services. Our mission is simple: deliver exceptional service, build long\-term partnerships, and become the trusted claims partner contractors rely on every day. We're looking for a relationship\-driven **Contractor Success Manager** who can strengthen existing contractor partnerships, increase engagement, and help contractors see YVA as an extension of their own business. About the Role This isn't a traditional customer support position. As a **Contractor Success Manager**, you'll own contractor relationships from onboarding through long\-term account growth. Your role is to build trust, understand each contractor's business, and ensure they consistently choose YVA for their insurance claims. Success in this position comes from becoming deeply embedded within each contractor's operation—understanding their workflow, anticipating their needs, solving problems quickly, and creating an exceptional customer experience that naturally leads to increased claim volume. You'll work closely with sales teams, public adjusters, finance, inspections, and operations to ensure every contractor receives outstanding service. Key ResponsibilitiesBuild Strong Contractor Relationships * Develop trusted relationships with contractors, owners, sales representatives, and office staff. * Become the primary point of contact for assigned accounts. * Understand each contractor's business, sales process, and operational structure. * Build long\-term partnerships through proactive communication and exceptional service. Drive Account Growth * Identify opportunities to increase contractor engagement and claim submissions. * Regularly communicate the value and results YVA delivers. * Encourage adoption of YVA processes and best practices. * Re\-engage contractors when activity slows. Manage the Customer Experience * Keep contractors informed throughout the claims process. * Communicate approvals, settlements, supplements, and payment updates. * Ensure expectations are clearly managed. * Resolve concerns quickly while maintaining positive relationships. Monitor Account Performance * Track contractor activity and submission trends. * Recognize changes in account behaviour before they become problems. * Maintain accurate CRM records and account notes. * Follow up consistently to keep files progressing. Collaborate Across Teams * Work closely with onboarding, inspections, public adjusters, finance, and operations. * Coordinate internal resources to provide a seamless contractor experience. * Escalate issues where necessary while maintaining contractor confidence. What We're Looking For We're looking for someone who naturally enjoys building relationships and helping customers succeed while also having the commercial awareness to grow accounts over time. Required Experience * 3\+ years of Customer Success, Account Management, Client Success, Relationship Management, or Business Development experience. * Experience managing B2B client relationships. * Strong communication skills with professional spoken and written English. * Experience using CRM systems to manage customer relationships. * Comfortable working remotely with multiple stakeholders. * Excellent organisational and follow\-up skills. Preferred * Experience working with roofing contractors, construction, restoration, insurance, or property claims. * Customer Success experience within SaaS or service\-based businesses. * Experience managing multiple client accounts simultaneously. The Ideal Candidate You are someone who: * Builds trust quickly and maintains strong professional relationships. * Notices small changes in customer behaviour before they become bigger issues. * Is proactive rather than reactive. * Can confidently communicate with business owners and senior decision\-makers. * Balances exceptional customer service with commercial thinking. * Thrives in a fast\-paced environment with multiple priorities. * Takes ownership and follows through until problems are solved. * Learns new systems and processes quickly. Success in This Role Successful Contractor Success Managers don't simply respond to requests—they become trusted advisors. Within your portfolio of accounts, you'll: * Build lasting relationships with contractors. * Increase contractor engagement and loyalty. * Help contractors consistently submit more claims through YVA. * Maintain excellent communication and customer satisfaction. * Keep CRM records accurate and up to date. * Work cross\-functionally to deliver an outstanding customer experience. What We Offer * Fully remote position * Competitive salary * Long\-term career growth opportunities * Supportive and collaborative team environment * Opportunity to work with one of the fastest\-growing companies in the insurance claims industry If This Sounds Like You... If you're passionate about building relationships, helping customers succeed, and growing accounts through trust rather than pressure, we'd love to hear from you. Apply today and become part of a team that's transforming the way roofing contractors navigate insurance claims. Job Type: Full\-time Work Location: Remote