Lead Client Service Manager

WithCoverage • Philadelphia, PA

1d • Onsite

About The Position

The Lead Client Service Manager is a senior individual contributor and team anchor within the Client Services organization. You will own a complex, high-value book of business while serving as a mentor and quality standard-setter for junior CSMs. Partnering closely with Risk Advisors, you will lead strategic client initiatives, and model best-in-class service delivery. This role is ideal for a seasoned insurance professional ready to step into a leadership-adjacent position and leave a lasting imprint on our client experience and team culture.

Requirements

• 4+ years of commercial insurance experience required, with a strong track record in an Account Management or Client Service role.
• Property & Casualty broker's license required (or to be obtained within 60 days of start date).
• Demonstrated experience managing complex, high-value client relationships with minimal oversight.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and stakeholders simultaneously.
• Excellent written and verbal communication skills; confident presenting to clients at all levels.
• A natural collaborator who elevates the people around them and takes ownership of outcomes.
• Comfortable operating in a fast-paced, high-growth environment where processes are still being built.

Responsibilities

• Own and cultivate relationships with a portfolio of complex, high-priority clients, serving as a trusted advisor on matters of significant scope and complexity.
• Proactively identify emerging client needs, coverage gaps, or service opportunities and bring them to the attention of the Risk Advisor team.
• Manage client open items lists, respond to ad-hoc requests, and ensure timely, accurate flow of information between clients and internal Risk team members.
• Serve as key client liaison for all critical policy and program changes.
• Receive and resolve routine and sophisticated coverage inquiries, escalating appropriately and following through to resolution.
• Contribute meaningfully to renewal strategy conversations alongside Risk Advisors, offering informed perspectives on coverage, market conditions, and client priorities.
• Gather and analyze data to draft stewardship reports, client presentations, and other strategic deliverables tailored to the audience and circumstances.
• Ensure all client-facing materials reflect the highest standard of quality, accuracy, and professionalism.
• Serve as a go-to resource for junior Client Service Managers, providing guidance on complex accounts, process questions, and professional development.
• Help onboard new CSM team members by sharing institutional knowledge, tools, and best practices.
• Partner with leadership to identify process improvements and contribute to the evolution of service delivery standards across the team.

Benefits

• Competitive compensation that includes equity
• Comprehensive benefit plans for medical, dental, vision, life, and disability
• Pre-tax accounts (FSA, HSAs, dependent care FSAs, commuter savings)
• 401(k) provider
• Flexible time off, sick leave, family and medical leave, major national holidays
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Collaborative, transparent, and fun culture

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed