Customer Success Lead — Build & Scale Support Team

Reliable Premium Management; Waite Park (MN); On-site; USD 65,000 - 73,000; Full time

Benefits offered by this job

Quarterly bonus program

Employer-paid medical, dental, vision,

401(k) with 4% company match

Competitive PTO

Flexible work culture

Growth opportunities

Impact on customer experience

Job summary

Reliable Premium Management is seeking a Customer Success Support Manager to lead the customer support team and sustain RPM’s promise of accurate invoicing, audit-forward processes, and stress-free experiences for customers.

You will coach 2 Specialists, 2 Seniors, and an offshore teammate, partnering with the Onboarding Manager and Director of Customer Success to align with RPM’s culture and growth goals.

Qualifications

• 2-4 years in customer support/service leadership.
• Experience coaching and developing a team to hit targets.
• Track record of meeting retention, SLA, and quality metrics.

Responsibilities

• Lead and develop the Customer Support team (2 Specialists, 2 Seniors, and offshore member).
• Set weekly/quarterly goals; monitor progress and hold teams to targets.
• Coach for phone/email quality with a high standard (≥90%).
• Own retention performance and SLA metrics; improve processes and escalation handling.
• Review dashboards daily with Seniors to ensure offshore work accuracy and timeliness.

Skills

People leadership

Coaching

Accountability to metrics

Clear communication

Builder mindset

Data-driven decisions

Tools

CRM tools

Job description

Reliable Premium Management is seeking a Customer Success Support Manager to lead the customer support team and sustain RPM’s promise of accurate invoicing, audit-forward processes, and stress-free experiences for customers.

You will coach 2 Specialists, 2 Seniors, and an offshore teammate, partnering with the Onboarding Manager and Director of Customer Success to align with RPM’s culture and growth goals.