Customer Success Team Manager

Are you passionate about helping customers succeed and leading teams that deliver exceptional experiences? Our client is seeking a Customer Success Team Manager to join their growing team. As a Customer Success Team Manager, you will play a key role in shaping the customer journey, from onboarding and training to long-term engagement and retention. In this role, you will lead a dynamic Customer Success team, ensuring customers receive outstanding support across phone, email, and live chat while helping them realize the full value of our solutions. You’ll also turn customer feedback into meaningful insights that influence product improvements and our future roadmap. This is an opportunity to shape the customer experience, demonstrate real value, and play a vital role in both customer retention and company growth.

Responsibilities:

• Lead and manage the Customer Success team to ensure exceptional support across phone, email, and live chat channels
• Develop and execute onboarding, training, and communication programs that drive strong customer outcomes and long-term success
• Translate customer interactions and feedback into actionable onboarding, support, and retention strategies
• Guide customers through implementation and adoption, ensuring they understand product capabilities and realize ongoing value
• Oversee customer education initiatives, including training sessions, resources, and best-practice guidance
• Manage customer success projects and initiatives that improve engagement, satisfaction, and product adoption
• Monitor inbound and outbound customer requests, ensuring timely and high-quality responses from the Customer Success team
• Identify trends in customer feedback and collaborate with internal teams to inform product improvements and roadmap priorities
• Support customer service operations by optimizing processes, workflows, and team performance
• Foster strong customer relationships through proactive communication and ongoing engagement
• Demonstrate product value and advocate for customer needs internally to improve overall customer experience

Qualifications:
Required 

• Minimum of four years of experience in Customer Success, Relationship Management, Account Management, or a similar client-facing role. Experience working in a call center or high-volume customer support environment is a plus!
• Strong ability to prioritize tasks, stay organized, and work independently to achieve results
• Excellent communication skills with a highly organized, collaborative, and detail-oriented work style
• Proven experience building and maintaining customer relationships while proactively reducing churn and increasing engagement and renewals
• Experience using Customer Success platforms or customer lifecycle management tools
• Demonstrated ability to manage relationships with both internal stakeholders and external customers
• Experience establishing KPIs and performance metrics and developing strategies to improve team performance and customer satisfaction

Preferred 

• Experience with SaaS products and customer success processes
• Educated to bachelor’s degree level 
• Insurance experience in employee benefits and/or personal insurance