Customer Success Manager

Who you are

• We are looking for motivated candidates who thrive in a high growth environment to join our customer success team
• Ideal candidates for the role will have demonstrated experience effectively finding a solution to customer needs in an intricate, rapidly growing business – from basic company and product education to administrative and transaction assistance
• 3+ years in a customer-facing support, service, operations, or customer success role, ideally in a high-volume B2B environment
• Demonstrated experience coaching or mentoring peers/new hires in a high-volume customer success, support, or operations environment
• Experience creating or improving training materials (playbooks, macros, wikis, Looms, or guides) is a strong plus
• Prior insurance experience is a plus, but not required; strong interest and ability to ramp quickly are essential
• Demonstrated ability to own and resolve complex customer issues end-to-end, exercising sound judgment on when to self-solve vs. escalate
• Excellent interactive and communication abilities, both written and verbal, especially in customer-facing roles
• Strong organizational skills and attention to detail; comfortable working in multiple systems and following structured processes without losing sight of the customer outcome
• Resourceful, enthusiastic, and a desire to operate in a start-up environment – if you’re looking for an opportunity to learn and expand your skill set, this is the place!
• Incredibly positive attitude. Attitude overcomes all!

What the job involves

• Candidates in this role will be accountable for providing the highest level of customer support and service to prospective and current customers (which include both insurance brokers quoting on our platform, as well as our policyholders)
• We believe 100% that if our customers win, we win
• Pair that with an incredibly positive attitude, and a drive to help others, then you’re someone we’d love to speak to!
• Ensuring prospective and current customers receive the assistance they need from Coalition’s sales, insurance, security and claims teams
• Answering inbound questions and requests from prospective and current customers over online live chat, e-mail, and (much less frequently) by phone
• Partner with Team Leads and Operations to identify knowledge gaps, propose training topics, and help translate QA themes into practical coaching or documentation updates
• Support training & onboarding for new and existing customer success team members
• Educating customers on Coalition’s product, as well as how to use both our online quoting platform (for brokers) and cybersecurity platform (for insureds)
• Performing administrative insurance functions to keep our growth engine humming
• Working with the rest of the Coalition team to implement organizational and product changes that mitigate customer pain points

Benefits

• Paid parental leave
• 401k plan
• Stock option plan
• Open vacation days
• Flexible working hours
• Work from home opportunities
• Health insurance