Customer Success Support Manager
About The Position
The Customer Success Support Manager at Reliable Premium Management is responsible for leading the team that keeps our customer promise: one accurate invoice, audit-forward, stress-free. This role is built for someone who thrives on developing people and holding a team accountable to real numbers — retention, SLAs, quality — and who takes pride in building a support team customers can count on. This role is the connective hub between Customer Support Specialists, Seniors, and an offshore extension team member, and works closely with the Onboarding Manager, Director of Customer Success, and Operations team to bring RPM's culture and business goals to life every day. If you're energized by coaching people to hit real targets, and you believe customer trust is earned one accurate interaction at a time, this role was built for you.
Requirements
- People leadership and coaching
- Accountability to metrics — retention, SLAs, quality scores
- Clear, calm communication, including in de-escalation situations
- Sound judgment under pressure
- A builder mindset — comfortable improving process without a fully-built playbook
- General comfort with technology — able to pick up new systems and tools without hand-holding, including in-house/proprietary platforms beyond standard Microsoft Suite products
- 2-4 years in customer support/service, with at least 2 years directly leading and coaching a team.
- Experience leading a customer-facing or customer support team
- Comfort with CRM and communication tools (HubSpot experience preferred), plus RPM's in-house/proprietary systems (training provided)
- Track record of hitting retention, SLA, or quality targets
Nice To Haves
- Experience in insurance, workers' compensation, or a related service industry
- Experience managing or coordinating with a distributed/offshore team member
Responsibilities
- Lead and develop the Customer Support team — 2 Specialists, 2 Seniors, and an offshore extension team member — per RPM's Supervisor Leadership Standard
- Set clear weekly and quarterly goals so every team member knows their target and current status
- Score team members on phone and email quality 2–3 times per week, holding a ≥90% quality bar
- Own customer retention performance against weekly targets that ladder up to RPM’s 85% annual retention goal, keeping unknown-reason churn low
- Own SLA performance on offshore-processed renewals, carrier switches, endorsements, and payroll changes
- Own resolution of all customer relations issues that escalate beyond a Specialist or Senior
- Drive consistent CES and NPS achievement through coaching, quality monitoring, and process improvement
- Review performance dashboards daily, partnering with Seniors to keep offshore work accurate and on time
- Identify recurring friction points in the customer experience or workflow and drive real fixes — not repeat corrections
Benefits
- Quarterly bonus program
- 100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance
- 401(k) with 4% company match
- Competitive paid time off
- Flexibility and trust to manage your work
- A unique, people-centered culture rooted in ownership, transparency, and learning
- Growth opportunities as the company scales
- The chance to make a real, visible impact on the customer experience
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
