Manager, Customer Success

YOUR ROLE As Manager, Customer Success you will lead a team of Customer Success Managers in providing an unparalleled customer experience, helping them to foster long-term relationships with clients through consultative interactions throughout the customer journey, including onboarding, adoption, retention and expansion. This role will collaborate closely with the Director of Customer Success to drive team goals, monitor metrics, and continuously improve processes that lead to customer retention and satisfaction. You will oversee and manage the performance and development of the team. The ideal candidate will have excellent communication skills, experience leading and motivating a team, and a deep understanding of the insurance landscape. WHAT YOU'LL DO Lead, mentor, and develop a team of Customer Success Managers dedicated to driving wholesale revenue, enhancing customer satisfaction, and ensuring the successful implementation and support of Bold Penguins products and servicesCultivates an environment of proactive support, driving your team to be consultative advisors to their agency partners and further deepening customer relationships.Identify areas of improvement and implement strategies to bolster the teams effectiveness, product knowledge, and efficiency, while also working to ensure that clients receive proactive and high-quality support.Implement and monitor strategic initiatives for various customer segments to promote product adoption, value realization, and customer satisfactionCollaborate with cross-functional teams to ensure alignment with the companys overall strategyReport regularly to the Director of Customer Success on the teams performance, customer satisfaction, and other relevant KPIs.Manage customer escalations to ensure timely resolution and maintain positive client relationships.Conduct regular performance reviews and provide ongoing coaching and feedback to CSMs.Stay up-to-date with industry trends, emerging technologies, and competitive landscape, and provide insights and recommendations to inform agent strategiesActively contribute to departmental and company goals.Perform other related duties as assigned by management.