Boston Mutual Life Insurance · 10 hours ago
Customer Success Manager
Canton, MA
Full-time
Hybrid
Mid Level
$73K/yr - $105K/yr
3+ years expBoston Mutual Life Insurance is a progressive life insurance company dedicated to providing financial peace of mind to working Americans and their families. The Customer Success Manager will focus on fostering a positive experience for clients, addressing concerns, and facilitating resolutions while maintaining strong communication with internal stakeholders and clients.
Financial ServicesInsurance
Responsibilities
Act as the main point of contact for internal stakeholders requiring support or services from client-facing teams
Understand business unit needs and translate them into actionable requests for operations, sales, or service teams. Build trusted relationships with internal clients and maintain strong communication channels
Work cohesively with teams across the organization, acting as a consultative partner for our brokers, policyholders and key client contact
Possess the ability to think independently, analyze business decisions and use discretion to solve complex issues
Provide proactive outreach to customers as needed
Provide focus and attention to high profile clients or otherwise sensitive broker and policyholder issues
Educate clients on Boston Mutual process and procedures
Lead and participate in driving key business priorities
Support organizational transformation initiatives
Identify and implement improvements and efficiencies that improve the customer experience
Negotiate buy-in from internal/external stakeholders on optimal issue resolution
Follow up with internal business partners to ensure service levels are being met
Research/manage client escalations and negotiate satisfactory problem resolution
Build and maintain a strong understanding of all Boston Mutual products, services, administrative and claim platforms in order to effectively consult with brokers, agents, enrollment partners and other key clients
Assist in training new Customer Success Managers
Manage routine and ad hoc projects as assigned by the Director of Customer Success
Qualification
Required
Bachelor's Degree Business Administration or equivalent work experience
Minimum 3 years of equivalent work experience required; experience in the insurance industry preferred
Excellent interpersonal skills and the ability to effectively build and extend relationships with diverse groups of people including producers, policyholders and employees
Demonstrated ability to work effectively under pressure and within a collaborative team oriented environment
Demonstrated proactive approaches to problem solving with a strong decision-making capacity; demonstrated ability to take initiative with a 'can do' attitude
Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to context, substance and detail
Ability to challenge the status quo and suggest more efficient processes
Excellent written verbal communication and presentation skills
Highly resourceful team player with the ability to also be self-directed and extremely effective independently
Shows initiative with the ability to create and implement changes that will improve workflow
Exceptional skills using MS Office
Some travel and flexibility to work after hours may be required for this position
Preferred
Experience in the insurance industry preferred
Working knowledge of Boston Mutual Workplace Solutions or related insurance industry products, enrollment systems and administrative processes preferred
Company
Boston Mutual Life Insurance
Boston Mutual Life Insurance Company
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Grant Ward
President and COO
Recent News
2025-11-19
Company data provided by crunchbase