Customer Success Support Manager
Listed on 2026-09-16
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Customer Service/HelpDesk
Customer Success Management, Client Relationship Management, Account Manager, HelpDesk/Support
About this position
About Reliable Premium Management
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 insurancecarriersso premiums stayaccurate, payments stay predictable and customers never face a year-end surprise. Built on a simple belief – that workers' compensation should be simple,seamlessand stress-free – RPM delivers that experience through real people who genuinely care.
As RPM continues to grow, the team behind that experience is everything.
Salary:65k-73k annually
Role Mission
This role exists to lead RPM's Customer Support team in direct service of our Customer Success scorecard deliverables,meeting or exceedingannualcustomerretention, 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: oneaccurateinvoice, 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.
Ifyou'reenergized by coaching people to hit real targets, and you believe customer trust isearnedoneaccurateinteraction at a time, this role was built for you.
What Success Looks Like
You knowyou'resucceeding when:
Retention holds at or above target, with churn causes clearly understood — not a mysterySLA 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 closedCES and NPS targets are met quarter over quarter
About Reliable Premium Management
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 insurancecarriersso premiums stayaccurate, payments stay predictable and customers never face a year-end surprise. Built on a simple belief – that workers' compensation should be simple,seamlessand stress-free – RPM delivers that experience through real people who genuinely care.
As RPM continues to grow, the team behind that experience is everything.
Location:Waite Park, MN | Full-Time | Exempt | In-office/Hybrid
Salary:65k-73k annually
Role Mission
This role exists to lead RPM's Customer Support team in direct service of our Customer Success scorecard deliverables,meeting or exceedingannualcustomerretention, 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: oneaccurateinvoice, 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…
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