Customer Success Support Manager

Role Mission

This role exists to lead RPM's Customer Support team in direct service of our Customer Success scorecard deliverables, meeting or exceeding annual customer retention, top-quartile CSAT/NPS, and scalable service capacity, by giving every customer a stress-free experience today and building the team that carries RPM's growth tomorrow.

Role Summary

The Customer Success Support Manager at Reliable Premium Management is responsible for leading the team that keeps our customer promise: one accurate invoice, audit-forward, stress-free. This role is built for someone who thrives on developing people and holding a team accountable to real numbers — retention, SLAs, quality — and who takes pride in building a support team customers can count on.

This role is the connective hub between Customer Support Specialists, Seniors, and an offshore extension team member, and works closely with the Onboarding Manager, Director of Customer Success, and Operations team to bring RPM's culture and business goals to life every day.

If you're energized by coaching people to hit real targets, and you believe customer trust is earned one accurate interaction at a time, this role was built for you.

What Success Looks Like

You know you're succeeding when:

• Retention holds at or above target, with churn causes clearly understood — not a mystery
• SLA performance on offshore-processed work (renewals, carrier switches, endorsements, payroll changes) consistently hits target
• Every team member is coached and scored on phone and email quality, every week
• Escalated customer issues get fully resolved, not just closed
• CES and NPS targets are met quarter over quarter

Key Responsibilities

Team Leadership & Development

• Lead and develop the Customer Support team — 2 Specialists, 2 Seniors, and an offshore extension team member — per RPM's Supervisor Leadership Standard
• Set clear weekly and quarterly goals so every team member knows their target and current status
• Score team members on phone and email quality 2–3 times per week, holding a ≥90% quality bar

Retention & SLA Ownership

• Own customer retention performance against weekly targets that ladder up to RPM’s 85% annual retention goal, keeping unknown-reason churn low
• Own SLA performance on offshore-processed renewals, carrier switches, endorsements, and payroll changes

Customer Experience & Escalations

• Own resolution of all customer relations issues that escalate beyond a Specialist or Senior
• Drive consistent CES and NPS achievement through coaching, quality monitoring, and process improvement
• Review performance dashboards daily, partnering with Seniors to keep offshore work accurate and on time
• Identify recurring friction points in the customer experience or workflow and drive real fixes — not repeat corrections

Who Thrives in This Role

This role is ideal for someone whose attributes mirror the Director of Customer Success scorecard, scaled to the team level:

• Ownership Mentality — Leads by holding people accountable to real numbers, not just activity, and treats team retention and SLA results as personal, not someone else's to explain away
• Builder Spirit — Is comfortable building and improving process — scripts, routing, coaching rhythms — rather than just running what already exists
• Empathetic but Direct — Balances care for the team and customers with clear, direct feedback and high standards
• Data-Driven Decision-Making — Is energized by daily dashboard review and lets metrics — not gut feel — drive coaching and staffing calls
• Hands-On Leadership — Is comfortable making the call on escalations no one else could resolve, and will personally jump on calls when it matters

RPM Culture Principles (How This Role Shows Up)

Own the Outcome

Treats team retention and SLA numbers like they're personal — not someone else's problem to explain away.

Get Curious

Digs into why churn happens and fixes the root cause, not just the symptom.

Win Together

Builds trust across Seniors, Specialists, and the offshore team to get the work done right, together.

Physical Demands

• Extended periods of sitting at a desk
• Extended periods of computer, keyboard, and screen use
• Ability to communicate clearly by phone and email for extended periods
• Primarily sedentary work in an office setting
• Minimal lifting

What We Offer

• Quarterly bonus program
• 100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance
• 401(k) with 4% company match
• Competitive paid time off
• Flexibility and trust to manage your work
• A unique, people-centered culture rooted in ownership, transparency, and learning
• Growth opportunities as the company scales
• The chance to make a real, visible impact on the customer experience

Requirements

Core Capabilities

• People leadership and coaching
• Accountability to metrics — retention, SLAs, quality scores
• Clear, calm communication, including in de-escalation situations
• Sound judgment under pressure
• A builder mindset — comfortable improving process without a fully-built playbook
• General comfort with technology — able to pick up new systems and tools without hand-holding, including in-house/proprietary platforms beyond standard Microsoft Suite products

Experience & Background

• 2-4 years in customer support/service, with at least 2 years directly leading and coaching a team.
• Experience leading a customer-facing or customer support team
• Comfort with CRM and communication tools (HubSpot experience preferred), plus RPM's in-house/proprietary systems (training provided)
• Track record of hitting retention, SLA, or quality targets

Preferred/Highly Desirable

• Experience in insurance, workers' compensation, or a related service industry
• Experience managing or coordinating with a distributed/offshore team member

Equal Employment Opportunity Statement

Reliable Premium Management (RPM) is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. RPM is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process and employment.

Reliable Premium Management (RPM) is a Pay As You Go workers’ compensation payments partner trusted by 10,000+ growing businesses in addition to agents, carriers and every major payroll provider nationwide. RPM connects directly with payroll providers and insurance carriers so premiums stay accurate, payments stay predictable and customers never face a year-end surprise. Built on a simple belief – that workers’ compensation should be simple, seamless and stress-free – RPM delivers that experience through real people who genuinely care. As RPM continues to grow, the team behind that experience is everything.