Scaled Customer Success Manager (Denver)

CoverForce • Denver, CO

1d • Hybrid

About The Position

CoverForce is seeking a Scaled Customer Success Manager to own the startup and mid-market customer portfolio, including agencies, MGAs, and API customers. The role focuses on helping customers move from onboarding to submitting quotes and binding policies, while developing systems and programs that support many accounts efficiently. The manager also owns front-line customer support and turns recurring customer friction into prioritized feedback for Product and Engineering.

This is an operator-oriented, transaction-focused Customer Success role. Success is measured by customer activity and improvements in submission and bind rates, rather than contract renewals. The position involves data-driven account management, scaled customer engagement, technical customer conversations, support operations, and reusable processes that help customers gain value from CoverForce’s platform.

The position is based in a hybrid work environment with three days in the office. CoverForce offers competitive compensation, equity, and benefits.

Requirements

• At least 3 years of experience in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS or platform company.
• Confidence in technical conversations involving APIs, integrations, and reproducing bugs, and ability to translate between customers and engineers.
• Experience running scaled or tech-touch programs, such as email journeys, webinars, segmentation, or automated outreach.
• Hands-on support experience, including ticket triage, writing clear escalations, and working toward response and resolution targets.
• Comfort using data to identify usage trends and at-risk accounts and develop an action plan.
• A builder’s instinct, including documenting effective approaches, automating repeatable work, and improving processes.
• Ability to collaborate cross-functionally with Engineering and Product teams and translate business needs into technical solutions.
• Excellent verbal and written communication skills, including the ability to create clear documentation and customer-facing materials.
• Ability to thrive in ambiguous, fast-moving environments, take ownership, solve problems independently, and learn as needed.

Nice To Haves

• Prior experience or knowledge in insurance, including carriers, MGAs, brokers, agency management systems, or insurtech.

Responsibilities

• Own the startup and mid-market customer book across onboarding, activation, adoption, and account health.
• Segment customers using usage and health data and run targeted programs for new, stalled, at-risk, and growing accounts.
• Design and run one-to-many programs, including onboarding webinars, office hours, email and in-app journeys, and re-engagement campaigns.
• Drive customers toward first quote, first bind, and habitual platform usage using clear activation milestones.
• Identify accounts that have outgrown the scaled model and transition them to a Strategic CSM with relevant context.
• Own front-line support by triaging, responding to, resolving, and escalating customer issues to Engineering with clear, reproducible reports.
• Manage the support queue against response and resolution targets and keep customers informed through resolution.
• Track support-ticket drivers and address root causes through help content, macros, onboarding changes, or product fixes.
• Reduce repeat support tickets by converting common questions into self-service answers.
• Represent customer needs to Product and Engineering using themes supported by ticket volume, usage data, and revenue impact.
• Maintain a prioritized log of customer feedback and feature requests, and close the loop with customers when improvements ship.
• Participate in product reviews and release planning to represent Customer Success and flag adoption risks.
• Translate product releases into customer-ready communications and enablement materials.
• Build and document reusable playbooks for onboarding, activation, and support.
• Own segment dashboards and reporting for activation, bind rate, and support health.
• Improve CRM, ticketing, and automation tools and workflows to reduce manual work.

Benefits

• Competitive cash compensation and equity.
• Healthcare, dental, and vision benefits for employees and their families.
• Unlimited PTO.
• Monthly in-person meetups paid for by the company.
• Parental leave for all kinds of parents, including adoptive and foster parents.
• Hybrid work environment with three days in the office.

What This Job Offers

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