Customer Retention Specialist

7 days ago


New York, New York, United States Coverwhale Full time

At Cover Whale, we're revolutionizing road safety by combining insurance products with data-driven driver coaching and safety programs.

Our proven safety program saves lives while delivering better insurance for our drivers. Founded in 2019, we provide easy insurance options at industry-leading loss ratios for the companies that support us.

The Commercial Auto and Trucking segment badly needs our help, as do hard-working drivers struggling with increasing insurance costs.

We're on a mission to make a difference. For more information, please visit our website at www.coverwhale.com.

About the Role

The Customer Retention Specialist plays a key role in engaging with Cover Whale policyholders to ensure satisfaction, reduce cancellations, and drive customer loyalty. This position involves proactively addressing customer concerns, promoting and troubleshooting the telematics program, and leveraging data to improve retention metrics.

Key Responsibilities:
  • Engage at-risk policyholders nearing the end of their term or at risk of cancellation to address concerns, discuss policy updates, and offer tailored solutions, including the benefits of our telematics program.
  • Proactively follow up with policyholders to ensure their needs are met, answer any questions, and highlight the advantages of telematics for improving fleet safety and reducing premiums.
  • Educate customers on telematics to help them understand how tracking driving behavior can lead to lower premiums, improved safety, and fewer claims.
  • Resolve customer issues quickly, especially when it involves coverage, claims, or billing while incorporating telematics-based solutions where appropriate.
  • Use Hubspot and telematics data to identify at-risk customers and develop targeted retention strategies that reduce cancellations and improve long-term customer loyalty.
  • Monitor and report on retention metrics, analyzing the impact of telematics adoption on customer satisfaction, renewals, and cancellations.

Estimated salary: $60,000 - $80,000 per year, based on location and experience.



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