Scaled Customer Success Manager (Denver)

Scaled Customer Success Manager

At CoverForce, we're redefining how insurance is bought and sold. Our mission is simple: make business insurance faster, easier, and fully digital. Thousands of insurance agents and corporate customers rely on our platform to quote, compare, and bind policies.

We partner with leading insurers like Travelers, Liberty Mutual, and Chubb to reduce underwriting and sales time by 60%. Our solutions power the future of insurance distribution:

• Quote & Bind Platform used by Top 100 insurance distributors to generate quotes instantly and eliminate paperwork.
• Embedded Commercial Product lets platforms like Walmart, Gusto, and Uber embed business insurance into their customer journeys.
• Insurance's API Layer the Plaid of commercial insurance. Agencies, MGAs, and software platforms integrate directly with our APIs to quote and bind across carriers from inside their own systems, with no carrier portals or re-keying.
• Agentic Quoting the next step for that API layer. We're building toward a world where AI agents, not just people, gather submission data, quote across carriers, and move policies to bind, with CoverForce as the infrastructure they run on.

More of our growth is coming through API integrations, and the customers building on them are moving fast toward automated and agent-driven workflows. CoverForce is growing quickly, and we're building a Customer Success organization that can support that shift.

What We Are Looking For

As our Scaled Customer Success Manager, you'll own CoverForce's startup and mid-market customers a large book of agencies, MGAs, and API customers who need to get to value quickly without a dedicated high-touch CSM. Your job is to move them from onboarded to binding, and to build the systems that let one person do that for many accounts at once.

You'll also own the front line of our support queue, so you see every friction point customers hit. And you'll turn what you see into action: clear, prioritized feedback that helps Product and Engineering fix the right things.

This role is for an operator. You'd rather build a playbook, an automated nudge, or a help article that solves a problem for fifty customers than solve it fifty times by hand. You're comfortable with data, with HubSpot-style tooling, and with technical conversations and you measure yourself by customer activity: quotes submitted and policies bound.

Over time, your work will make CoverForce an indispensable part of how agencies operate increasing their productivity, improving their client service, and driving measurable business outcomes. If you're energized by driving results you can measure and want to help modernize insurance distribution, we'd love to talk.

Why This Role Is Different

Unlike traditional SaaS CSM roles focused on contract renewals and expansion revenue, this role is optimized for CoverForce's transaction-based model. Revenue scales with customer activity, not subscription renewals every application and bound policy matters. This fundamentally changes how Customer Success operates and makes the work tangible and results-driven.

Success as Traditional SaaS CSM

• Success = contract renewal
• Revenue tied to subscription terms
• Generic relationship management
• Product adoption for adoption's sake
• Reactive to customer issues

Success at CoverForce

• Success = measurable submission & bind rate improvement
• Revenue scales with platform activity
• Data-driven performance optimization
• Feature adoption tied to binding ROI
• Drive change management across the business unit

Responsibilities

Scaled Account Management

• Own the startup and mid-market book end to end: onboarding, activation, adoption, and health.
• Segment customers by usage and health data, and run targeted plays for each segment new, stalled, at-risk, and growing.
• Design and run 1:many programs: onboarding webinars, office hours, email and in-app journeys, and re-engagement campaigns for dormant users.
• Drive first quote, first bind, and habitual usage with clear activation milestones.
• Spot accounts outgrowing the scaled model and hand them to a Strategic CSM with context.

Support Queue

• Own front-line support: triage, respond, resolve, and escalate to Engineering with clean, reproducible reports.
• Hold the queue to response and resolution targets, and keep customers informed through to close.
• Track ticket drivers and fix root causes through help center content, macros, onboarding changes, or product fixes.
• Reduce repeat tickets over time by turning common questions into self-serve answers.

Product Liaison

• Act as the voice of the customer for Product and Engineering, bringing themes backed by ticket volume, usage data, and revenue impact.
• Maintain a single, prioritized log of customer feedback and feature requests, and close the loop with customers when things ship.
• Join product reviews and release planning to represent CS and flag adoption risks before launch.
• Translate releases into customer-ready communication and enablement for CS and customers.

CS Operations

• Build and document repeatable playbooks for onboarding, activation, and support that the wider CS team can reuse.
• Own segment dashboards and reporting on activation, bind rate, and support health.
• Improve CS tooling and workflows (CRM, ticketing, automation) so the team spends less time on manual work.

Requirements

• 3+ years in Customer Success, Account Management, or a similar customer-facing role in a B2B SaaS or platform company.
• Confidence in technical conversations APIs, integrations, bug reproduction and in translating between customers and engineers.
• Experience running scaled or tech-touch programs: email journeys, webinars, segmentation, or automated outreach.
• Hands-on support experience: triaging tickets, writing clear escalations, and working toward response and resolution targets.
• Comfort with data: you can pull usage trends, spot at-risk accounts, and build a plan from them.
• A builder's instinct: you document what works, automate what repeats, and leave processes better than you found them.
• Comfortable navigating technical conversations and collaborating cross-functionally with Engineering and Product teams. You don't need to be an engineer, but you should be able to translate between business needs and technical solutions.
• Excellent verbal and written communication skills, with the ability to create clear documentation and customer-facing materials.
• Thrives in ambiguous, fast-moving environments. You take ownership, solve problems without waiting for permission, and figure things out.
• Prior experience or knowledge within the insurance space is a plus (carriers, MGAs, brokers, agency management systems, or insurtech) but not required. Curiosity and learning agility matter more.

Why Join CoverForce?

• Join a fast-growing insurtech startup backed by leading investors.
• Be part of a team that is shaping the future of commercial insurance.
• Work on challenging problems with real-world impact.
• Competitive compensation, equity, and benefits package.

Compensation & Benefits

• Competitive cash and equity compensation package.
• Full healthcare, dental, and vision benefits for employees and their families.
• Unlimited PTO.
• Monthly in-person meetups (on the company).
• Parental leave for all kinds of parents (including adoption and foster care).
• Hybrid work environment (3 days in office)