Manager, Customer Success

Brief Description

YOUR ROLE

As Manager, Customer Success you will lead a team of Customer Success Managers in providing an unparalleled customer experience, helping them to foster long-term relationships with clients through consultative interactions throughout the customer journey, including onboarding, adoption, retention and expansion. This role will collaborate closely with the Director of Customer Success to drive team goals, monitor metrics, and continuously improve processes that lead to customer retention and satisfaction. You will oversee and manage the performance and development of the team. The ideal candidate will have excellent communication skills, experience leading and motivating a team, and a deep understanding of the insurance landscape.

What You'll Do

• Lead, mentor, and develop a team of Customer Success Managers dedicated to driving wholesale revenue, enhancing customer satisfaction, and ensuring the successful implementation and support of Bold Penguin’s products and services
• Cultivates an environment of proactive support, driving your team to be consultative advisors to their agency partners and further deepening customer relationships.
• Identify areas of improvement and implement strategies to bolster the team’s effectiveness, product knowledge, and efficiency, while also working to ensure that clients receive proactive and high-quality support.
• Implement and monitor strategic initiatives for various customer segments to promote product adoption, value realization, and customer satisfaction
• Collaborate with cross-functional teams to ensure alignment with the company’s overall strategy
• Report regularly to the Director of Customer Success on the team’s performance, customer satisfaction, and other relevant KPIs.
• Manage customer escalations to ensure timely resolution and maintain positive client relationships.
• Conduct regular performance reviews and provide ongoing coaching and feedback to CSMs.
• Stay up-to-date with industry trends, emerging technologies, and competitive landscape, and provide insights and recommendations to inform agent strategies
• Actively contribute to departmental and company goals.
• Perform other related duties as assigned by management.
  
  

Requirements

YOUR LOCATION

This is a fully remote role, with the exception of onboarding and optional in-office events.

HOURS OF OPERATION

11AM to 8PM EST (8AM to 5PM PST)

Skills & Experience

• Bachelor’s degree in business, marketing, or related field
• 3 years of experience in people leadership, relationship management, partnership development, business development, or related roles
• 6 years of experience in the insurance industry, Property & Casualty license preferred
• Experience managing and developing a team.
• Proven ability to handle difficult situations and customer escalations professionally and efficiently.
• A strong understanding of customer success best practices and metrics.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Organized and detail-driven, with a commitment to clear documentation.
• Knowledge of digital insurance platforms and APIs
• Experience working with Customer Success Platforms is a plus
• Ability to work independently in a fast-paced environment and manage multiple projects simultaneously
  
  

Physical Requirements

• Must be able to sit/stand/walk for prolonged periods of time, (up to 8 hours per day) at a desk working on a computer.
• Must be able to use standard office equipment for extended periods of time, including but not limited to, a mouse, keyboard, phone and video conferencing.
  
  

Summary

Bold Penguin is the premier digital broker for commercial insurance. Their technology expands top-of-funnel demand and increases yield for enterprise partners. Through digital distribution, wholesale capabilities, and AI-driven insights, they transform the lifecycle of both simple and complex risks, from prospecting to placement.

Benefits

We offer competitive compensation and progressive benefits that include:

• Medical, Dental, and Vision
• Flexible PTO Policy
• 401(k) with a company match
• Employee Assistance Program
• Parental Leave
• Disability and Life Benefits
  
  

Stay connected to the Glacier. We have great SLACK channels for work and play. We also like to video conference and hold all-hands "Waddles" regularly.

Penguin bling. Like swag themed after a certain Antarctic bird? Just. You. Wait.

Bold Penguin believes in inclusion. That’s why we’re proud to be an equal opportunity employer that considers all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. To learn more about our results-focused culture and employee-focused perks, read more on our careers page.