Customer Success Manager

Responsibilities

• Ensure prospective and current customers receive assistance from Coalition’s sales, insurance, security, and claims teams.
• Answer inbound questions and requests from prospective and current customers through online live chat, email, and occasionally by phone.
• Partner with Team Leads and Operations to identify knowledge gaps, propose training topics, and translate quality-assurance themes into practical coaching or documentation updates.
• Support training and onboarding for new and existing customer success team members.
• Educate customers on Coalition’s products, including its online quoting platform for brokers and cybersecurity platform for insureds.
• Perform administrative insurance functions to support business growth.
• Work with the broader Coalition team to implement organizational and product changes that mitigate customer pain points.

Requirements

• 3+ years of experience in a customer-facing support, service, operations, or customer success role, ideally in a high-volume B2B environment.
• Experience coaching or mentoring peers or new hires in a high-volume customer success, support, or operations environment.
• Ability to own and resolve complex customer issues end-to-end, using sound judgment to determine when to self-solve versus escalate.
• Excellent written and verbal communication skills, particularly in customer-facing roles.
• Strong organizational skills and attention to detail.
• Ability to work across multiple systems and follow structured processes while maintaining focus on customer outcomes.
• Resourcefulness, enthusiasm, and willingness to work in a startup environment.
• Positive attitude.

Nice to Have

• Experience creating or improving training materials, such as playbooks, macros, wikis, Loom videos, or guides.
• Prior insurance experience.

Compensation and Benefits

• Full-time, in-office position based in Provo, UT.
• Non-exempt under FLSA guidelines and eligible for overtime pay for hours worked over 40 in a week.
• Base pay of $27.40–$31.25 per hour, approximately $57,000–$65,000 annually, depending on location and experience.
• 100% medical, dental, and vision coverage.
• Flexible paid time off policy.
• Annual home-office stipend and WeWork access.
• Mental and physical health wellness programs, including One Medical, Headspace, and Wellhub.
• Competitive compensation and opportunities for advancement.