Customer Success Support Manager

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 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

• 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 escalates 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…