Customer Success Manager

Coalition, Inc. • Provo, UT

2d • Hybrid

About The Position

Coalition is seeking motivated candidates to join their customer success team in a high-growth environment. The role involves providing top-tier support and service to both prospective and current customers, including insurance brokers and policyholders. The ideal candidate will have a proven track record of solving customer needs in a fast-paced business, from basic education to administrative assistance, coupled with a positive attitude and a drive to help others. This position can be in-office in Provo, UT, or remote for those outside of Utah.

Requirements

• 3+ years in a customer-facing support, service, operations, or customer success role, ideally in a high-volume B2B environment
• Demonstrated experience coaching or mentoring peers/new hires in a high-volume customer success, support, or operations environment
• Demonstrated ability to own and resolve complex customer issues end-to-end, exercising sound judgment on when to self-solve vs. escalate
• Excellent interactive and communication abilities, both written and verbal, especially in customer-facing roles
• Strong organizational skills and attention to detail; comfortable working in multiple systems and following structured processes without losing sight of the customer outcome.
• Resourceful, enthusiastic, and a desire to operate in a start-up environment
• Incredibly positive attitude.

Nice To Haves

• Experience creating or improving training materials (playbooks, macros, wikis, Looms, or guides) is a strong plus
• Prior insurance experience is a plus, but not required; strong interest and ability to ramp quickly are essential

Responsibilities

• Ensuring prospective and current customers receive the assistance they need from Coalition’s sales, insurance, security and claims teams
• Answering inbound questions and requests from prospective and current customers over online live chat, e-mail, and (much less frequently) by phone
• Partner with Team Leads and Operations to identify knowledge gaps, propose training topics, and help translate QA themes into practical coaching or documentation updates
• Support training & onboarding for new and existing customer success team members
• Educating customers on Coalition’s product, as well as how to use both our online quoting platform (for brokers) and cybersecurity platform (for insureds)
• Performing administrative insurance functions to keep our growth engine humming
• Working with the rest of the Coalition team to implement organizational and product changes that mitigate customer pain points

Benefits

• 100% medical, dental and vision coverage
• Flexible PTO policy
• Annual home office stipend and WeWork access
• Mental & physical health wellness programs (One Medical, Headspace, Wellhub, and more)!
• Competitive compensation and opportunity for advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees