Customer Success Management Team Lead

InsCipher; Pleasant Grove (UT); Remote; USD 95,000 - 115,000; Full time

Job summary

A leading company in the insurance sector seeks a Customer Success Management (CSM) Team Lead. This remote role involves overseeing the CSM team, maintaining SOPs, and ensuring best-in-class customer service. Ideal candidates will have extensive customer service and SaaS experience, along with strong leadership skills. Join a dynamic team committed to innovation and customer success.

Benefits

Health, dental, and vision plans

4 weeks of Paid Time Off

10 Paid Company Holidays

401K Programs with employer match

Personal assistant programs

Qualifications

• 5+ years of direct customer service experience required.
• 3+ years of SaaS experience required.
• 2+ years of customer success leadership experience required.

Responsibilities

• Provide 1:1 support, coaching, and mentorship to the CSM Team.
• Maintain SOPs and ensure adherence to best practices.
• Serve as the primary escalation point for client issues.

Skills

Customer Service

Project Management

Organization

Education

Bachelor's degree in Business Administration

Tools

Office Suite

HubSpot

Job description

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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. We’re achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative, streamlined compliance solutions.

We’re growing fast and want you to be a part of it!

We’re looking for a talented, forward-thinking Customer Success Management (CSM) Team 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 InsCipher’s 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 InsCipher’s 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
  
  

Requirements and Qualifications

• Bachelor's 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
  
  

Perks

• 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
  
  

Why InsCipher?

At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're 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, you'll 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
  
  

Compensation Range: $95k/yr - $115k/yr

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.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Internet Publishing

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