Customer Success Manager

Coalition is the worlds first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017 Coalition combines comprehensive insurance coverage and innovative cybersecurity tools to help businesses manage and mitigate potential cyberattacks.

Opportunities to make an impact with bold thinking are realand happening daily at Coalition.

• Ensuring prospective and current customers receive the assistance they need from Coalitions sales insurance security and claims teams
• Answering inbound questions and requests from prospective and current customers over online live chat e-mail and (much less frequently) by phone
• Partner with Team Leads and Operations to identify knowledge gaps propose training topics and help translate QA themes into practical coaching or documentation updates
• Support training & onboarding for new and existing customer success team members
• Educating customers on Coalitions product as well as how to use both our online quoting platform (for brokers) and cybersecurity platform (for insureds)
• Performing administrative insurance functions to keep our growth engine humming
• Working with the rest of the Coalition team to implement organizational and product changes that mitigate customer pain points

• 3 years in a customer-facing support service operations or customer success role ideally in a high-volume B2B environment
• Demonstrated experience coaching or mentoring peers/new hires in a high-volume customer success support or operations environment
• Experience creating or improving training materials (playbooks macros wikis Looms or guides) is a strong plus
• Prior insurance experience is a plus but not required; strong interest and ability to ramp quickly are essential
• Demonstrated ability to own and resolve complex customer issues end-to-end exercising sound judgment on when to self-solve vs. escalate
• Excellent interactive and communication abilities both written and verbal especially in customer-facing roles
• Strong organizational skills and attention to detail; comfortable working in multiple systems and following structured processes without losing sight of the customer outcome.
• Resourceful enthusiastic and a desire to operate in a start-up environment if youre looking for an opportunity to learn and expand your skill set this is the place!
• Incredibly positive attitude. Attitude overcomes all!

This is a full-time in-office position based in Provo UT. The role is classified as non-exempt under FLSA guidelines which means youre eligible for overtime pay when working more than 40 hours in a week. You may also be eligible for meal and rest breaks under applicable state law. While occasional overtime may be needed youll always be compensated fairly for your time and effort.

Our compensation reflects the cost of labor across several US geographic markets. The US base salary for this non-exempt position ranges from $27.40$31.25 per hour (approximately $57000 - $65000 annually) depending on location and experience. Consistent with applicable laws an employees pay within this range is based on a number of factors which include but are not limited to relevant education skills job-related knowledge qualifications work experience credentials and/or geographic location. Your recruiter can share more on target salary for your location during the interview process. Coalition Inc. reserves the right to modify this range as needed.

• 100% medical dental and vision coverage
• Flexible PTO policy
• Annual home office stipend and WeWork access
• Mental & physical health wellness programs (One Medical Headspace Wellhub and more)!
• Competitive compensation and opportunity for advancement