YOUR ROLE

The Customer Success Manager (CSM) is the primary liaison between Bold Penguin and all of our partners. Our CSMs own interactions with specific partners, developing relationships with them while improving their experience and ensuring success and satisfaction with our products and services. Additionally, this role compiles and analyzes data based on those relationships and coordinates extensively with internal teams to ensure maximum partner satisfaction.

Exchange Customer Success Manager - You will work with partners who utilize the Bold Penguin Exchange and the Bold Penguin Terminal. The Exchange delivers commercial lines leads for agents, enabling targeted prospect acquisition within preferred risk profiles.  Our partners can send prospects into the Exchange or receive them. 

WHAT YOU'LL DO

• Develop strong, long-lasting relationships with customers by staying in constant communication and efficiently resolving issues

• Provide exceptional customer service and support by serving as a product and company advocate, continually educating customers on Bold Penguin’s capabilities

• Manage client accounts and ensure they are optimizing the product and receiving the highest return on investment possible

• Manage the complete customer lifecycle from onboarding to retention, analyzing areas of risk to prevent churn and identifying opportunities for upsell and expansion

• Collaborate with cross-functional teams to provide insight and relay the voice of customer, ensuring that client needs are prioritized and met

• Provide regular reporting and analysis to clients and internal stakeholders

• Resolve client issues and concerns in a timely and effective manner

• Work with retail agents to help grow their small commercial lines book of business.

• Additional duties and responsibilities as assigned.

Flexible Workplace 
 
This role is a flex office/home role and comes with the expectation you will engage onsite a certain number of working days per month, in our brand-new office located in Dublin, Ohio, with your Bold Penguin colleagues and customers. On-site workdays will be managed at the team level to maintain an environment focused on work-life balance, innovation velocity, and the delivery of exceptional customer experiences. 
 
In this role, you will be expected to work 20% of working days per month (4 days per month on average) in the office.  This is a minimum expectation.  All employees are welcome to work in the office as much as they like. Applicants must be local (within 35 miles) to Dublin, Ohio. 

Skills & Experience

• Experience with P&C and Commercial Insurance is required

• Bachelor's degree or equivalent experience in Customer Success, Customer Support, Sales, Business Development, Account Management, or related field 

• 3+ years of experience in Customer Service/Support/Success, Consulting Business Development, Account Management, or related field

• Proven experience building strong customer relationships and efficiently communicating cross-functionally

• Excellent written, verbal, presentation, and phone communication skills

• Ability to work independently and as part of a team

• Excellent strategic problem-solving and analytical skills

• Organized and detail-driven, with a commitment to clear documentation

Physical Requirements

• Must be local to Dublin, Ohio and work in our office at least one day per week
• Must be able to sit/stand/walk for prolonged periods of time, (up to 8 hours per day) at a desk working on a computer.  
• Must be able to use standard office equipment for extended periods of time, including but not limited to, a mouse, keyboard, phone and video conferencing.