Customer success manager Jobs in Naperville, IL

Job Title: Agency Success Advisor

Company: ASNOA
Location: Downers Grove, IL (Hybrid)
Type: Full-Time
Compensation: $60,000+ annually, based on experience, with 100% company-paid benefits, PTO, and 401(k) match

About ASNOA

ASNOA is a nationwide insurance industry services provider with more than 30 years of experience helping independent insurance agencies build stronger, more successful businesses. As a fully integrated agency services organization, ASNOA provides its affiliate agencies with the resources, operational support, technology, carrier access, education, and strategic guidance needed to achieve long-term growth and success.

About the Role

As an Agency Success Advisor, you will play a key role in supporting independent insurance agencies and helping them maximize the value of their ASNOA membership. Working closely with the Director of Agency Experience, you will build relationships with agency owners and their teams while serving as an important operational backbone for the Agency Success department.

This is a highly collaborative, relationship-focused role that combines agency engagement, education, operational support, project coordination, and continuous improvement. You will proactively identify opportunities to strengthen affiliate engagement, improve internal processes and resources, and develop solutions that support the long-term success and growth of ASNOA member agencies.

Key Responsibilities

• Build and maintain strong relationships with agency owners, leadership teams, and affiliate partners through ongoing proactive engagement.
• Conduct and support Post-Launch Check-ins, Policy Days, and other agency engagement initiatives.
• Partner with the Director of Agency Experience to provide operational support, education, and strategic guidance to member agencies.
• Help agencies identify opportunities to maximize the value of their ASNOA membership and available resources.
• Maintain and continuously enhance Agency Success playbooks, standard operating procedures, templates, educational resources, and best practices.
• Manage and organize Agency Success content within the agent portal to create an exceptional and intuitive user experience.
• Coordinate department initiatives, meetings, projects, and cross-functional communications.
• Track action items, project timelines, deliverables, and key performance metrics to support successful execution.
• Gather affiliate feedback and identify trends, recurring challenges, and opportunities for improvement.
• Recommend enhancements to Agency Success programs, processes, educational resources, and agency support initiatives.
• Identify opportunities to improve operational efficiency and strengthen affiliate engagement.
• Develop practical solutions that support the growth, operational success, and long-term sustainability of member agencies.
• Serve as a proactive and responsive resource for agencies navigating ASNOA programs, resources, and support services.
• Collaborate across internal departments to ensure agency needs, feedback, and opportunities are effectively communicated and addressed.

Requirements

• Minimum 3 years of relevant professional experience in insurance agency operations, agency support, account management, customer success, business operations, or a related field.
• Strong understanding of independent insurance agency operations and workflows.
• Experience building professional relationships and communicating effectively with business owners, agency leadership, and internal stakeholders.
• Strong organizational and project coordination skills with the ability to manage multiple priorities and follow through on commitments.
• Ability to identify operational challenges and recommend practical, thoughtful solutions.
• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to delivering a high-quality affiliate experience.
• Proficiency with Microsoft Office Suite and CRM software.
• Comfortable working collaboratively across departments while maintaining ownership of assigned initiatives.
• Self-directed, proactive, and motivated by continuous improvement.

Preferred Qualifications

• Experience working directly with independent insurance agencies.
• Familiarity with insurance agency management systems and agency technology platforms.
• Experience with ATLAS or similar insurance industry software.
• Background in customer success, agency consulting, account management, or operational support.

What We Offer

• Competitive salary of $60,000+ based on experience.
• 100% company-paid benefits.
• Paid time off and holidays.
• 401(k) plan with company match.
• Hybrid Monday-Friday work schedule based in Downers Grove, Illinois.
• Opportunity to work with a respected nationwide organization serving the independent insurance industry.
• Collaborative environment focused on agency success, continuous improvement, and long-term growth.
• Meaningful opportunity to directly support independent business owners and help agencies build stronger, more successful businesses.