Customer Success Management Lead
Customer Success Management Lead
Posted on :
25-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
25-05-2025
Job Description
At InsCipher our commitment to our customers is what drives us.
Ours is a culture of innovation and progress. We are a creative team of doers constantly striving to develop value-driven products and services for our customers.
Our ultimate goal is to become the trusted authority and leading partner for state departments of insurance surplus lines associations and brokers nationwide. Were achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative streamlined compliance solutions.
Were growing fast and want you to be a part of it!
Were looking for a talented forward-thinking Customer Success Management (CSM) Lead to join our team. Under the direction of the Vice President of Customer Success this role will be responsible for providing support and oversight to the CSM team. They will maintain standard operating procedures (SOPs) and ensure the team adheres to best practice standards that align with InsCiphers mission to provide best-in-class customer service. This is a remote role.
Key Responsibilities
At InsCipher youll join a team of disruptors innovators and forward-thinkers. Were not just changing the game; were creating a new one. We offer a dynamic inclusive work environment where your ideas are valued and your contributions lead to real change. With us youll have the opportunity to:
We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants regardless of race color religion sex national origin disability or any other legally protected characteristics.
If you need accommodation please let us know during the interview process.
Ours is a culture of innovation and progress. We are a creative team of doers constantly striving to develop value-driven products and services for our customers.
Our ultimate goal is to become the trusted authority and leading partner for state departments of insurance surplus lines associations and brokers nationwide. Were achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative streamlined compliance solutions.
Were growing fast and want you to be a part of it!
Were looking for a talented forward-thinking Customer Success Management (CSM) Lead to join our team. Under the direction of the Vice President of Customer Success this role will be responsible for providing support and oversight to the CSM team. They will maintain standard operating procedures (SOPs) and ensure the team adheres to best practice standards that align with InsCiphers mission to provide best-in-class customer service. This is a remote role.
Key Responsibilities
- Provide 1:1 support coaching and mentorship to our CSM Team
- Maintain SOPs and ensure the team adheres to best practice standards that align with InsCiphers mission to provide best-in-class customer service
- Provide their team with the tools assistance and resources they need to effectively increase retention rates and provide best-in-class customer service
- Serve as the primary escalation point for client issues
- Work alongside Customer Success Managers to provide hands-on support for enterprise partners
- Collaborate cross-functionally to improve and/or develop department SOPs
- Track department key performance indicators (KPIs) including utilization and hit target goals for client retention
- Ensure client information in our CRM (HubSpot) is accurate and up to date including health scores notes and tier assignment
- Onboard and oversee new hires
- Required to perform other duties as requested directed or assigned
- Bachelors degree in Business Administration Marketing or related field preferred
- 5 years of direct customer service experience required
- 3 years of SaaS experience required
- 2 years of customer success leadership experience required
- Skilled in all Office Suite applications
- Demonstrated knowledge of project management fundamentals
- Excellent organization and attention to detail
- Health dental and vision plans
- Amazing work-life balance with 4 weeks of Paid Time Off
- 10 Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personal assistant programs for support in a healthy personal and work life
At InsCipher youll join a team of disruptors innovators and forward-thinkers. Were not just changing the game; were creating a new one. We offer a dynamic inclusive work environment where your ideas are valued and your contributions lead to real change. With us youll have the opportunity to:
- Work on cutting-edge projects that are reshaping an industry
- Collaborate with a team of passionate like-minded professionals
- Enjoy a culture that values flexibility innovation and personal growth
We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants regardless of race color religion sex national origin disability or any other legally protected characteristics.
If you need accommodation please let us know during the interview process.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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