Customer Success Manager
New
C
Coalition, Inc.Insurance, Cybersecurity
Remote if located outside of UtahFull-TimeManager
Salary25.5 - 28.85 USD per hour
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Job Details
- Experience
- 3+ years
Requirements
- 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
- Incredibly positive attitude
Responsibilities
- 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
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