# Customer Success Manager

**Company:** [Coalition Security](https://hotfix.jobs/companies/coalition-security)
**Location:** Unspecified
**Role:** Customer Success
**Salary:** $57k – $65k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Customer Support, customer service, operations, b2b support, live chat, email support, customer training, Coaching, quality assurance, insurance, Cybersecurity, quoting platforms, knowledge base
**Posted:** 2026-08-05

> Supports prospective and current customers through chat, email, and occasional phone interactions while educating them on insurance and cybersecurity products. The role also coaches teammates, improves training materials, resolves complex issues, and performs administrative insurance work.

## Job Description

## 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.

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