Customer Success Manager

About us Coalition is the world's 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 real—and happening daily at Coalition. About the role We are looking for motivated candidates who thrive in a high growth environment to join our customer success team. Candidates in this role will be accountable for providing the highest level of customer support and service to prospective and current customers (which include both insurance brokers quoting on our platform, as well as our policyholders). We believe 100% that if our customers win, we win. Ideal candidates for the role will have demonstrated experience effectively finding a solution to customer needs in an intricate, rapidly growing business – from basic company and product education to administrative and transaction assistance. Pair that with an incredibly positive attitude, and a drive to help others, then you’re someone we’d love to speak to! This is an in-office position located in our Provo, UT office or remote if located outside of Utah. Responsibilities • Ensuring prospective and current customers receive the assistance they need from Coalition’s 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 Coalition’s 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 Skills and Qualifications • 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 you’re looking for an opportunity to learn and expand your skill set, this is the place! • Incredibly positive attitude. Attitude overcomes all! Compensation This is a full-time, in-office position based in Provo, UT. The role is classified as non-exempt under FLSA guidelines, which means you're 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, you'll 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 $57,000 - $65,000, annually), depending on location and experience. Consistent with applicable laws, an employee's 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. Perks • 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 Why Coalition? Work at Coalition is centered on the joint mission to Protect the Unprotected. We have built a remote-first, highly inclusive culture that welcomes people from diverse backgrounds. We trust each other to take responsibility, share ownership of outcomes, and put in the work together to protect businesses from digital risk. Coalition’s exceptional growth stems from its ability to address real-world problems for organizations of all sizes while remaining true to our founding values of character, humility, responsibility, purpose, authenticity, and inclusion. We’re always looking for collaborative, inquisitive individuals to join #OurCoalition. Visit our Newsroom > Privacy Notice Coalition is committed to protecting your privacy and handling your personal information responsibly. We collect, use, and store personal information as necessary for the recruitment process and in compliance with applicable privacy laws and regulations in all regions where we operate. We want you to understand what personal information we collect, how we use it, and your rights regarding access, correction, and deletion of your data where applicable. Information submitted, collected, and processed as part of your application is subject to Coalition's Privacy Policy. For further details, please review our full Privacy Policy or contact us with any questions regarding how your information is handled. Our Privacy Policy > Safe Hiring Notice All legitimate communication from Coalition comes from @coalitioninc.com emails, and open roles are listed only on our Careers page. We never ask for payment, banking details, or personal identification before an offer is accepted through our secure systems. If you believe you’ve been a victim of fraudulent recruiting, follow guidance from the Federal Trade Commission (FTC). Anti-Discrimination Notice Coalition is proud to be an Equal Opportunity employer. Our policy is to provide equal employment opportunities to all individuals, without discrimination or harassment on the basis of any characteristic protected by applicable laws in each country where we operate. This commitment includes, but is not limited to, ensuring equal treatment in recruitment, selection, training, promotion, transfer, compensation, and all other aspects of employment. Coalition does not tolerate discrimination or harassment of any kind, and we are dedicated to fostering an inclusive and supportive workplace. Accommodations Coalition is committed to providing reasonable accommodations to qualified individuals with disabilities, including applicants and employees, in accordance with applicable laws and regulations in each country where we operate. Our policy is to support equal opportunity in the hiring process by considering qualified applicants regardless of disability or other protected characteristics, unless providing accommodation would impose an undue hardship or disproportionate burden. If you require accommodation to complete an application, interview, pre-employment testing, or participate in the selection process, please contact us at candidateaccommodations@coalitioninc.com. We also consider all qualified applicants, including those with criminal histories, in line with applicable laws and regulations in each jurisdiction. To all recruitment agencies: Coalition does not accept unsolicited agency resumes. Do not forward resumes to our email alias, employees, or other physical or virtual organization locations. Coalition is not responsible for any fees related to unsolicited resumes.