Customer Success Manager

Job Title: Customer Success Manager

Location: Chicago, IL

Department: Insurance Administration

Reports To: COO

Type: Full-Time - Hybrid

Position Summary

We are seeking an experienced, member-focused customer success manager to oversee the end-to-end experience for insured customers. This role is responsible for leading customer service operations, supporting the implementation and adoption of a new customer platform, ensuring regulatory compliance, and driving process improvements through automation and operational excellence.

Lawyers across the country trust the American Bar Endowment (ABE) to help protect their families and firms. We sponsor quality group insurance products, exclusively for Bar Association Members. ABE-sponsored insurance is designed to generate dividends, which Bar Association Members can choose to donate to ABE. These contributions help fund research, educational, and public service projects of importance to the public and the profession. 

Key Responsibilities

Customer Experience Leadership

·    Oversee the full customer service lifecycle, ensuring a consistently positive, professional, and customer-centered experience

·    Establish service standards, performance metrics, and quality controls to drive satisfaction and retention

·    Act as an advocate for the customer, ensuring feedback and insights inform process and platform enhancements

Platform Implementation & Optimization

·       Support the implementation, rollout, and ongoing optimization of a new customer service platform

·       Partner cross-functionally with IT, vendors, and internal stakeholders to ensure smooth adoption and minimal disruption to insured customers.

·       Train and support customer service staff on new tools, workflows, and service models

Process Improvement & Automation

·       Evaluate existing service processes to identify opportunities for increased efficiency, accuracy, and scalability

·       Lead process improvement initiatives, including automation, workflow redesign, and documentation

·       Ensure service operations align with regulatory, privacy, and insurance compliance requirements

Reporting & Continuous Improvement

·       Monitor and analyze service metrics, customer feedback, and operational data to inform decision-making

·       Prepare regular reports and insights for leadership on service performance, trends, and improvement opportunities

·       Collaborate with leadership to align service operations with organizational goals

Qualifications

·       Bachelor’s degree in business, communications, operations, or a related field (or equivalent experience)

·       Minimum of 7–10 years of progressive experience in customer service or operations management

·       Experience supporting or leading system or platform implementations in a service environment

·       Background in insurance, benefits administration, financial services, nonprofit, or TPA environments preferred

·       Demonstrated success driving process improvement and operational efficiency, including automation initiatives

·       Strong understanding of service quality, compliance, and risk management

Key Competencies

·       Customer-first mindset and service excellence orientation

·       Strong operational and process improvement skills

·       Change management and technology adoption leadership

·       Excellent communication, coaching, and interpersonal skills

·       Data-driven problem solving and performance management

·       Ability to collaborate effectively across departments and with external partners

Estimated Hiring Range

At the ABE, we consider skills, organizational needs, and experience in our compensation approach. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $90,000 - $120,000 and includes full benefits.

The American Bar Endowment is an independent 501c3 organization. We are committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identify, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.