Manager, Customer Success

Bold Penguin is a digital broker for commercial insurance that uses digital distribution, wholesale capabilities, and AI-driven insights to transform the insurance lifecycle. The Manager, Customer Success will lead and develop a team of Customer Success Managers, drive customer adoption and retention, monitor performance metrics, manage escalations, and improve customer success processes.

Responsibilities:

• 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:

• This is a fully remote role, with the exception of onboarding and optional in-office events
• 11AM to 8PM EST (8AM to 5PM PST)
• 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
• 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
• 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
• 6+ years of experience in the insurance industry, Property & Casualty license preferred
• Experience working with Customer Success Platforms is a plus