Customer Success Manager

About the role

We are looking for motivated candidates who thrive in a high growth environment to join our customer success team. 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. 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. Pair that with an incredibly positive attitude, and a drive to help others, then you’re someone we’d love to speak to!

This is an in-office position located in our Provo, UT office or remote if located outside of Utah.

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

Skills and Qualifications

• 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!

Compensation

This is a full-time, in-office position based in Provo, UT. The role is classified as non-exempt under FLSA guidelines, which means you're eligible for overtime pay when working more than 40 hours in a week. You may also be eligible for meal and rest breaks under applicable state law. While occasional overtime may be needed, you'll always be compensated fairly for your time and effort.

Our compensation reflects the cost of labor across several US geographic markets. The US base salary for this non-exempt position ranges from $27.40–$31.25 per hour (approximately $57,000 - $65,000, annually), depending on location and experience. Consistent with applicable laws, an employee's pay within this range is based on a number of factors, which include but are not limited to relevant education, skills, job-related knowledge, qualifications, work experience, credentials, and/or geographic location. Your recruiter can share more on target salary for your location during the interview process. Coalition, Inc. reserves the right to modify this range as needed.

Perks

• 100% medical, dental and vision coverage
• Flexible PTO policy
• Annual home office stipend and WeWork access
• Mental & physical health wellness programs (One Medical, Headspace, Wellhub, and more)!
• Competitive compensation and opportunity for advancement