What are the responsibilities and job description for the Manager, Customer Success position at BOLD PENGUIN?

Manager, Customer Success

Bold Penguin is a leading integrated digital solution platform dedicated to simplifying small commercial insurance. Our technology makes the quote and bind process quick, effortless, and profitable for all parties - agents, brokers, and carriers. Bold Penguin's innovative product suite has digitized and transformed a slow, manual process resulting in reduced costs, increased efficiency, and better overall outcomes. For more information, please visit www.boldpenguin.com.

Or, simply put....

We simplify commercial insurance.

Candidates must be located :

within 150 miles of Columbus or Dublin, Ohio
within 150 miles of Oklahoma City, Oklahoma
within 150 miles of Dallas or Austin, Texas
within the state of Washington

Please note : The hours of operation for this role are 11 : 00 AM EST to 8 : 00 PM EST / 10 : 00 AM to 7 : 00 PM CST / 8 : 00 AM to 5 : 00 PM PST

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 revenue retention, enhancing customer satisfaction, and ensuring 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.

SKILLS AND QUALIFICATIONS

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

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.

Occasionally required to stoop, kneel, bend, crouch and lift and carry up to 50 pounds.

Must be able to access and navigate the corporate office.

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 regularly 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.

The expected starting salary range for this role at Bold Penguin is $100,000 to $128,300

If you are an applicant who resides in the state of California, please review our Employee Privacy Notice here.

Salary : $100,000 - $128,300

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Manager, Customer Success

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