# Customer Success Manager

**Company:** [Coalition Security](https://hotfix.jobs/companies/coalition-security)
**Location:** Provo, UT
**Role:** Customer Success
**Salary:** $57k – $65k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Customer Support, customer service, b2b support, live chat, email support, insurance, training development, Coaching, mentoring, knowledge management, customer issue resolution, operations, Communication, Process Improvement
**Posted:** 2026-08-05

> Supports prospective and current business customers through chat, email, and occasional phone interactions while educating them on insurance and cybersecurity products. The role also coaches team members, improves training materials and processes, and resolves complex customer issues end-to-end.

## 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 via online live chat, email, and occasionally by phone.
- Partner with Team Leads and Operations to identify knowledge gaps, propose training topics, and translate QA 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 the online quoting platform for brokers and cybersecurity platform for insureds.
- Perform administrative insurance functions to support business operations.
- Work with the Coalition team to implement organizational and product changes that mitigate customer pain points.

## Requirements

- 3+ years 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 about when to self-solve versus escalate.
- Excellent written and verbal communication skills, especially in customer-facing roles.
- Strong organizational skills and attention to detail; comfortable working across multiple systems and following structured processes while maintaining focus on customer outcomes.
- Resourcefulness, enthusiasm, and a desire to learn and expand skills in a startup environment.
- Positive attitude.

## Nice-to-haves

- Experience creating or improving training materials, such as playbooks, macros, wikis, Loom videos, or guides.
- Prior insurance experience or the ability to ramp quickly in the insurance domain.

## Compensation and Benefits

- Full-time, in-office position based in Provo, UT.
- Non-exempt under FLSA guidelines, with eligibility for overtime pay for hours worked over 40 per week.
- Base salary 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 PTO policy.
- Annual home office stipend and WeWork access.
- Mental and physical health wellness programs, including One Medical, Headspace, and Wellhub.
- Competitive compensation and advancement opportunities.

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