What are the responsibilities and job description for the Insurance Customer Success Manager position at Highway?
Insurance Customer Success Manager
FLSA Status: Exempt
Location: Onsite, Dallas, TX
Reports to: Director, Customer Success
About the Company:
Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.
Role Description
Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. The Highway for Insurance Customer Success Manager will be responsible for managing the customer lifecycle post sale for certified insurance agencies. Reporting to the Business Unit Leader for Load Compliance, they will be primarily focused on onboarding new agencies, monthly business reviews, associated with customer optimization of the certified insurance program.
Your role:
- Own post-sale relationships. Ensure adoption, and act as the primary point of contact for ongoing support and engagement.
- Drive performance and retention. Monitor data quality, surface insights, and work with agencies to improve coverage accuracy, resolve issues, and maintain certification standards.
- Act as the feedback loop between Agencies and Product. Translate agency needs, objections, and product gaps back to internal teams to help refine the program and improve the overall offering.
- Identify growth opportunities – uncover areas for additional premium, deeper carrier engagement, and expansion within each agency’s book by leveraging Highway data and insights.
Qualifications
- Experience in insurance or freight (preferred). Background in commercial lines, trucking insurance, brokerage, or a related field; understands policies, COIs, and how claims/losses happen.
- Strong relationship management skills. Ability to build trust with agency partners, communicate clearly, and handle both strategic conversations and day-to-day support.
- Analytical mindset. Comfortable working with data to identify trends, surface issues (VIN gaps, coverage discrepancies, etc.), and translate insights into action.
- Detail-oriented and process-driven. Able to manage multiple accounts, track performance, and ensure follow-through on onboarding, certification requirements, and ongoing monitoring.
- Proactive problem solver. Doesn’t wait for issues to escalate; identifies risks early and works with agencies to resolve them.
- Comfortable in a fast-moving environment. Able to adapt as the product and program evolve and help shape best practices along the way.
Key Work Objectives:
- Customer Success for Certified Insurance Agents