Agency Data Account Manager- GloveBox

Agency Data Account Manager
Customer Success — Data | GloveBox

Location: Fully Remote- Corporate in Denver, CO
Full-time Compensation: $90,000-$105,000 + full benfits + 401k

About GloveBox

GloveBox is the client portal and mobile app platform for independent insurance agencies. More than 800 agencies and 3.5 million policyholders use GloveBox to put policy documents, ID cards, billing, and claims access in one place — so policyholders stop calling their agency for things they should be able to do themselves, and agencies get their time back.

We were built by insurance operators, not outsiders. Before GloveBox existed, our founding team ran a personal lines agency to 37,000+ clients and $95M in premium at 94% retention. We know what a Monday morning in an agency actually looks like, and we build for it.

Insurance is one of the fastest-growing sectors in technology adoption. It also carries decades of fragmented, inconsistent data infrastructure. That gap is the whole opportunity — and data is where it's most acute.

Why this role exists

Every agency that joins GloveBox brings their book of business with them — thousands of clients and policies living inside an agency management system that was never designed to hand data cleanly to anyone else. Getting that data in, keeping it accurate, and fixing it when it drifts is the most important thing we do. If an agency's data is wrong, nothing else about the product matters.

We've built a strong engine for the technical side of this work. Our data fulfillment partner handles the pulling, mapping, validating, and repairing of agency data. That side is covered.

What we need now is the person who owns the relationship.

Because agencies don't experience data as a pipeline. They experience it as a set of questions: Is my whole book in there? Why is this policy missing? When is it going to be fixed? Is anyone actually watching this?

Those questions deserve a person, not a queue. That's this job.

You'll be the single point of contact for everything data-related across our entire agency base. You run the onboarding calls. You set the expectations. You catch the problems before the agency does. You hold our fulfillment partner to committed timelines. You translate what happened into language an agency owner actually understands. And you close the loop, every time.

Our goal is that agencies come to feel nobody manages their data better than we do. You're the reason that becomes true.

What you'll actually do

Own the customer relationship for data. You run the initial data discovery and kickoff call for every new agency — setting up their client list, configuring access, and setting clear expectations on process and timeline. From there you're their person. Every update, every status, every hard conversation, every resolution.

Be the front line for data issues. When something looks wrong, agencies come to you. You diagnose enough to understand what you're looking at, package it up with real context, and get it into our fulfillment partner's queue at the right priority. Then you own the communication all the way through to a confirmed fix.

Hold our partner accountable. We have committed service levels — onboarding timelines, response times, resolution targets, and communication cadences that vary by customer tier. Our fulfillment partner is responsible for hitting them. You're responsible for making sure they do. That means tracking performance, escalating risk early rather than explaining misses late, and running a weekly accountability sync with the partner team.

Catch problems before agencies do. You'll monitor a data health dashboard covering every agency — completeness, delivery status, policy counts, and anomalies. When a list stops arriving or a policy count swings unexpectedly, you find out why and reach out with the explanation already in hand. The target is zero surprises: no agency should ever be the one to tell us about a data problem.

Run data health reviews. On a set cadence, you deliver each agency a data scorecard — how their data looks now versus last period, what improved, what's still off, and what both sides can do about it. Done well, this turns data from a pain point into one of the strongest reasons an agency stays.

QA the work before it reaches the customer. You review the fulfillment output against expected counts and mappings, log what's off, and drive the remaining fixes to closure before anything goes in front of an agency.

Make agencies smarter about their own data. You'll own our data and AMS training content — knowledge base articles, guides, and the material that trains our AI chat to handle common data questions automatically. Every ticket should teach us something that prevents the next three.

Close the loop internally. You're the voice of data-related customer feedback into our product team, and the reason our CS team always knows which accounts have open data issues.

What we're looking for

This is a customer success role first. The person who thrives here is energized by running the call, managing the expectation, and delivering the answer. If you'd rather be in the query than on the phone, this isn't the right fit — and we'd rather tell you that now.

Required
3+ years in customer success, account management, or client services — you've owned client relationships directly, and you like it. You're comfortable running calls, delivering unwelcome news, managing expectations, and being the person on the hook.

Experience holding someone accountable to a deadline you don't control — a vendor, an internal engineering team, a partner. You know how to apply real pressure without damaging the relationship, and you escalate early instead of loudly.

Excellent written communication — you'll write client-facing scorecards, knowledge base articles, and status updates for agency owners with no technical background. Clear beats clever.

Strong project management instincts — you'll have many accounts and many open threads at once. Nothing falls through, and nobody has to remind you.

Comfort with ambiguity — this role is new and the process is still being built. You'll be handed a problem, not a playbook, more than once.

You use AI aggressively to move faster and reduce your own manual load. We expect it.

Light technical — required, but not the core of the job

You need to be credible with engineers and precise with customers. You do not need to be an engineer.

SQL — reading and basic writing. You can read a query and know what it returns, and write a simple query to check a count or look into an anomaly. You will not be writing complex or optimized queries.

GitHub — navigating and following. You can find a ticket, read a pull request description, follow a thread, and understand where work sits. No coding, branching, or merging.

Conceptual understanding of ETL and data pipelines — how data moves from one system to another, where it typically breaks, and what it means when counts don't reconcile.

Dashboard fluency — you can read dashboards confidently, spot what's wrong, and clearly articulate what additional views you need built.

Nice to have
Experience in insurance, insurtech, or another regulated, data-heavy industry

Familiarity with agency management systems — Applied Epic, AMS360, HawkSoft, EZLynx, QQCatalyst, or similar

Experience with HubSpot, Grafana, ClickHouse, or Mixpanel

Experience building a process or function from scratch rather than inheriting one

What this job is not
We'd rather be direct than have you find out in week three.

This is not a data engineering or analytics role. You will not build pipelines, write production queries, or perform hands-on data fulfillment. Our partner team does that work.

This is not a heads-down role. Expect to be on calls with agencies regularly and in a weekly accountability sync with our fulfillment partner. If a full calendar drains you, this will be hard.

This is not a fully documented, well-worn process. Parts of it exist. Parts of it you'll build.

This is not a role where you can quietly absorb problems. Your job is to surface issues early — to the partner, to product, to leadership — not to work around them alone.

Attributes that matter here
Customer-first — you instinctively think about how this lands for the agency

Proactive — you find the problem before the client does

Communicative — you keep everyone in the loop without being asked

Organized — you manage complexity without creating chaos

Diplomatically persistent — you can hold a partner to a date without burning the relationship

Calm under pressure — a frustrated agency or a broken pipeline doesn't rattle you

Ownership mentality — every open ticket and every agency relationship is personally yours

Technically curious — you want to know why it broke, not just that it did

You'll like this job if...
You get real satisfaction from helping a customer solve a problem — understanding their situation, explaining what happened in plain language, and leaving them better off than you found them.

You like being the person who knows. Whatever an agency asks about their data, you either have the answer or you know exactly who to get it from and by when.

You're comfortable being accountable for outcomes you don't personally execute. Driving a partner to a timeline is satisfying, not frustrating.

You find data genuinely interesting without wanting it to be your whole job. You like understanding how systems store and move information and what it means when things don't line up — but you'd rather be on the call than in the spreadsheet.

You want your work to produce real intelligence — insights that lead to action, not reports that sit somewhere unread.

You want to build a function, not maintain one.

Your first year
First 30 days You know our onboarding and support workflows, our service level commitments, and our agency roster. You've shadowed every interaction type and you're running kickoff calls.

60 days You're running onboardings and support tickets end to end. You're reviewing the data health dashboard daily and acting on what it shows. The weekly partner sync is yours.

90 days Service levels are consistently met. Our engineers are fully out of client-facing data work. You're feeding product gaps into the roadmap and the first data health reviews are on the calendar.

6 months Ticket volume is trending down. Agencies are getting scorecards on cadence. Training content is live and handling common questions automatically. Proactive outreach is routine — agencies rarely report issues before you do.

1 year Data is a recognized strength of GloveBox. Agencies cite data quality and responsiveness as a reason they stay. You have clear room to grow as the function and the client base scale.

How we measure success
Service level adherence across onboarding, response time, and resolution

Data completeness at onboarding sign-off

On-time delivery of every agency data scorecard

Proactive coverage — no agency-reported issue should be a surprise to us

Inbound data ticket volume trending down over time

CS, product, and leadership always having a current picture of agency data health

Tools you'll work in
HubSpot (system of record for all tickets and customer communication)

Grafana (daily data health monitoring)

ClickHouse (light SQL for spot-checks)

GitHub (following tickets and PRs)

Mixpanel (product engagement signals)

Notion / GloveBox University (documentation and training content)

Benefits & what we offer
Full health: health, dental, vision, life

401k with 4% match

How to apply:

Please include a short note on a time you owned a client relationship through a problem you couldn't fix yourself. We read them.

Interview process: You will be interviewing directly with GloveBox leadership including the CEO & COO

GloveBox is an equal opportunity employer. We evaluate all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. If you need an accommodation during the interview process, tell us — we'll make it work.

Research consistently shows that some candidates only apply when they meet every listed qualification. If this role excites you and you're close, apply anyway.