Who We Are

Digital Consumer is an emerging growth business within Chubb Digital North America. Our mandate is to build and grow a digital-first insurance brand that seamlessly gives customers access to our core portfolio of coverages. We do this by developing deep and long-term partnerships with businesses and customers where we meet their insurance needs at the right time and place. 

Who You Are

At Digital Consumer, we believe that the experience is the product; as such, customer experience and a digital-by-default strategy is the heart of everything we do. Our technology leverages the evolving InsurTech industry to provide an exceptional end-to-end experience for our customers.  As part of our growing Digital Business, you will be welcomed into a highly competent, lively, and supportive environment. With a focus on collaborative working, we are looking for ambitious and experienced digital talent to ensure we are creating the best new service-based products and experiences for our customers.

What You Will Do

Reporting to the SVP, Head of Partnerships for Digital Consumer, the Partner Success Manager is responsible for maximizing the revenue and lifetime value of digital programs with existing partners using analytics, digital marketing techniques and relationship management skill sets. This role supports our digital business in Personal Risk Services, Chubb’s leading consumer brand in North America. You are accountable for developing and implementing a comprehensive partner success strategy that drives and achieves revenue goals for the division. This includes a combined focus on increasing the financial performance of existing partnerships and building a long-term strategy to enhance partner satisfaction. You will work closely with the Digital Marketing, Partner Connections and Implementation, Business Development, and Product teams.

Duties will include:

Design the post launch partner strategy to achieve revenue goals, including short term tactics and long-term plans. Set the standards with marketing to drive a strong and effective digital consumer strategy, planning, testing, and optimization based on analytics and marketing technics.  Build strong partnerships and define structure, priorities, and action plans with existing partners to maximize programs and achieve revenue goals. Deploy best practices in program optimization that includes top of funnel optimization, product improvements, product expansion, placement improvements based on test and learn discipline, voice of the customer, and analytics. Identify opportunities for up-selling and cross-selling additional solutions based on partner and customer needs. Develop training materials and conduct sessions to educate partners on product value propositions.  Create a standard process with existing partners to consistently review results, identify challenges, suggest test and learn techniques, and set goals for revenue expansion.  Monitor partner health metrics and proactively identify risks or opportunities.  Track and analyze key performance indicators including customer satisfaction, retention, and conversions. Report on partner and customer feedback and success metrics to inform organizational strategies.  Build and implement a Net Promoter Score model to measure partnership loyalty and satisfaction over time. Use model to inform best practices for retention of high performing partnerships. Build a partnership support model offering tiered support levels based on the unique characteristics of each partnership. Manage monthly reporting including production and projections. Assist partners with product-related issues, ensuring timely and efficient resolution. Coordinate with support team to escalate and address partner or customer challenges. 

What We Are Looking For:

5+ years of partnership experience with at least 1-2 years in the digital space and 3+ years in customer success, account management or a related role. Personal insurance experience a plus.Track record of successfully developing and executing business strategies with partners. Experience in Affinity and InsurTech partnerships a plus.Experience in digital direct to consumer marketing or B2B2C marketing A high level of organization, influence, and collaboration among diverse business disciplines with different priorities. Experience building relationships and partnerships for the long term. Leverage technology to manage revenue maximization efforts.Leadership ability to design and implement a post launch process.Must be a self-starter with good self-management skills and comfortable working with minimal supervision.Strong problem-solving skills and a proactive mindsetAbility to build strong partner relationships and manage complex accounts.Problem Solving – proven skill in a consultative and collaborative approach to problem solving, including critical thinking, information processing, decision making, and creativity in time sensitive situations.Detail oriented and results focused.

The pay range for the role is $109,800 to $186,700. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.