Principal, Client Success

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

ROLE DESCRIPTION & MISSION:

The Principal, Client Success  is a strategic leader responsible for driving client success and maximizing the utilization of the company’s solutions in the post-sales phase. This role focuses on ensuring that client(s) fully adopt and leverage the company's products and services to drive measurable business outcomes, contributing directly to top-line revenue growth. The Client Success Principal will collaborate closely with internal teams and client stakeholders to develop enablement strategies that enhance client satisfaction, retention, and expansion.

KEY OUTCOMES:

• Client Engagement & Enablement: Serve as the primary point of contact for high-value clients, focusing on driving solution adoption and maximizing the impact of services. Design tailored enablement programs to accelerate product utilization and align with clients' strategic objectives.
• Utilization Strategy: Develop and implement strategies to increase the usage and adoption of the company’s solutions across client organizations. Track usage metrics and provide insights on ways to deepen client engagement and deliver value.
• Revenue Growth: Identify opportunities to expand the scope of services within existing accounts, working in partnership with sales and account management teams to drive cross-sell and upsell opportunities. Focus on increasing solution utilization to support revenue targets.
• Cross-Functional Collaboration: Work closely with product, engineering, marketing, and sales teams to ensure that client feedback informs product development and improvements. Collaborate on training materials, documentation, and resources that drive successful solution adoption.
• Client Success Metrics: Monitor and report on key performance indicators (KPIs) such as net revenue, utilization, conversation and attachment rate. Use data-driven insights to improve client success strategies and drive continuous improvements in the customer experience.
• Issue Resolution: Proactively address any challenges or barriers to product adoption. Lead initiatives to troubleshoot issues and provide creative solutions that ensure clients realize the full value of the company’s offerings.  
• Thought Leadership: Act as a subject matter expert in the industry, guiding clients on best practices and emerging trends related to the company’s solutions. Represent the company at industry events and share knowledge to position the organization as a leader in the space.

SKILLS, EDUCATION & EXPERIENCE:

SKILLS:

• Leadership: Strong leadership skills to lead client-facing initiatives, collaborate across departments, and drive client success in a fast-paced environment.
• Cross-Functional Collaboration: Ability to work with multiple teams, including product, sales, marketing, and engineering, to align goals and strategies and deliver on client needs.
• Verbal Communication: Excellent interpersonal skills, with the ability to effectively communicate with senior stakeholders and build relationships with clients.
• Written Communication: Strong writing ability for creating clear, actionable communication, including reports, training materials, and client-facing documents.
• Client Engagement: Expertise in managing high-value clients, driving adoption, and creating