Lead Client Service Manager

Lead Client Service Manager

Location: Philadelphia

About With Coverage:

With Coverage is reimagining risk management and insurance for the modern economy. We protect the companies building the future—100's of brands like GoPuff, Eight Sleep, Bombas, Chomps, and Blank Street Coffee—so they can move fast without compromise.

Instead of a stale brokerage model, we’ve built a new category: world-class risk advisors powered by proprietary technology. From next-generation defense contractors and advanced manufacturers to iconic consumer brands and hospitality leaders, we partner with ambitious businesses to give them the confidence to scale.

Founded by JD Ross (co-founder of Opendoor) and Max Brenner (Compound, Bain), With Coverage is disrupting a trillion-dollar industry from the inside out. We grew 10x last year while staying cash-flow positive, with backing from 8VC, Crystal Venture Partners, and other top investors.

We’re also the only brokerage that has built its own Agency Management System from scratch, giving us full control of our operations and a platform to automate more and more of the business with AI. It’s the foundation for transforming how risk is managed across the economy.

Why Join Us:

• Grow Faster – We’re scaling fast, giving you outsized opportunities to learn, lead, and shape your career and the future of the company.
• Work That Matters – We protect the world’s most innovative brands: consumer icons, hospitality leaders, next-gen defense contractors, and US manufacturers.
• Redefine an Industry – Insurance is one of the largest, slowest-moving markets. We rewrite the playbook with proprietary technology, automation, and AI.
• Financial Rewards – We hire the best and invest in you. That means competitive comp, meaningful equity, and great benefits. We believe strongly in internal promotion, and lay out a plan for everyone's career growth.

About The Role:

The Lead Client Service Manager is a senior individual contributor and team anchor within the Client Services organization. You will own a complex, high-value book of business while serving as a mentor and quality standard-setter for junior CSMs. Partnering closely with Risk Advisors, you will lead strategic client initiatives, and model best-in-class service delivery. This role is ideal for a seasoned insurance professional ready to step into a leadership-adjacent position and leave a lasting imprint on our client experience and team culture.

What You’ll Do:

Client Relationship Leadership

• Own and cultivate relationships with a portfolio of complex, high-priority clients, serving as a trusted advisor on matters of significant scope and complexity.
• Proactively identify emerging client needs, coverage gaps, or service opportunities and bring them to the attention of the Risk Advisor team.

Service Excellence & Operational Ownership

• Manage client open items lists, respond to ad-hoc requests, and ensure timely, accurate flow of information between clients and internal Risk team members.
• Serve as key client liaison for all critical policy and program changes.
• Receive and resolve routine and sophisticated coverage inquiries, escalating appropriately and following through to resolution.

Renewal & Placement Support

• Contribute meaningfully to renewal strategy conversations alongside Risk Advisors, offering informed perspectives on coverage, market conditions, and client priorities.

Reporting & Presentations

• Gather and analyze data to draft stewardship reports, client presentations, and other strategic deliverables tailored to the audience and circumstances.
• Ensure all client-facing materials reflect the highest standard of quality, accuracy, and professionalism.

Team Mentorship & Standards

• Serve as a go-to resource for junior Client Service Managers, providing guidance on complex accounts, process questions, and professional development.
• Help onboard new CSM team members by sharing institutional knowledge, tools, and best practices.
• Partner with leadership to identify process improvements and contribute to the evolution of service delivery standards across the team.

Who You Are:

• 4+ years of commercial insurance experience required, with a strong track record in an Account…