Manager, Customer Success

Bold Penguin is the premier digital broker for commercial insurance. As Manager of Customer Success, you will lead a team to enhance customer satisfaction and retention through effective support and relationship management.

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:

• 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
• 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
• Property & Casualty license preferred
• Experience working with Customer Success Platforms is a plus