Job Type

Full-time

Description

Job Title: Client Success Manager

Organization: The Surplus Line Association of California (SLA)

Location: San Ramon, CA

Position Type: Full-time, Hybrid

Salary: $100,000 - $130,000

Position Overview:

At the SLA, our members are at the center of everything we do. As a Client Success Manager, you'll serve as a trusted advisor and strategic partner to insurance professionals across California's surplus lines marketplace.

This isn't a sales role. Instead, you'll focus on building strong relationships, understanding member needs, and helping clients maximize the value of SLA's resources, services, and expertise. You'll work closely with brokers and industry professionals to improve compliance outcomes, streamline processes, solve complex challenges, and enhance their overall experience with the SLA.

You'll collaborate across departments, influence service improvements, identify opportunities to strengthen member engagement, and help shape the future of client success within a highly respected organization.

Requirements

What You'll Do:

Become a Trusted Advisor

You'll build meaningful relationships with assigned member organizations and serve as their primary point of contact for guidance, support, and issue resolution.

You will:

• Develop a deep understanding of each member's business operations, compliance challenges, and organizational goals.
• Build long-term partnerships based on trust, responsiveness, and value.
• Conduct regular outreach to maintain engagement and identify emerging needs.
• Serve as an advocate for members by coordinating solutions across internal teams.

Drive Member Success

You'll proactively help members improve operational performance, filing accuracy, and compliance outcomes.

You will:

• Guide members through regulatory and operational requirements.
• Recommend best practices that improve efficiency and reduce compliance risk.
• Monitor account health and identify opportunities for continuous improvement.
• Assist with complex service issues and escalations through timely problem resolution.

Deliver Strategic Insights

You'll use data, feedback, and trends to help members achieve stronger results.

You will:

• Monitor key performance indicators, filing trends, and service utilization.
• Analyze client feedback and identify opportunities to improve member satisfaction.
• Prepare and present account reviews, recommendations, and progress reports.
• Partner with leadership to identify emerging industry challenges and member needs.

Lead Education and Training

You'll help members fully leverage SLA resources, technology, training, and services.

You will:

• Develop and deliver educational programs, workshops, and training materials.
• Promote awareness and adoption of SLA tools and resources.
• Support onboarding and ongoing development for member organizations.
• Create customized learning plans that improve compliance knowledge and operational effectiveness.

Collaborate Across Departments

You'll serve as the bridge between members and internal teams.

You will:

• Partner with Compliance, Operations, Technology, and Communications teams to deliver solutions.
• Coordinate cross-functional efforts to resolve member challenges.
• Support special projects, process improvements, and service enhancement initiatives.
• Help identify opportunities to strengthen the overall member experience.

What Success Looks Like

A successful Client Success Manager builds strong relationships, anticipates member needs, improves client outcomes, and helps members view the SLA as a trusted business partner-not just a regulatory resource.

You'll be successful in this role if you can:

• Build credibility and trust with members.
• Improve member engagement and satisfaction.
• Drive measurable compliance and operational improvements.
• Navigate complex challenges with professionalism and confidence.
• Collaborate effectively across teams to deliver exceptional service.

Qualifications:

• Must be a California resident.
• Bachelor's in Business Administration or related field
• Knowledge of client relationship management principles and practices.
• Knowledge of insurance industry processes, regulatory filings, and compliance requirements preferred.
• Knowledge of training and educational methods used to support client learning and process improvement.
• Knowledge of standard business software applications, including Microsoft Office (Word, Excel, Outlook, and PowerPoint), customer relationship management (CRM) systems, and reporting tools.
• Understanding data tracking, performance metrics, and account reporting methods.
• Strong interpersonal and relationship management skills with the ability to build and maintain productive client relationships.
• Organizational and time management skills with the ability to manage multiple accounts, deadlines, and priorities simultaneously.
• Analytical and problem-solving skills to identify issues, evaluate options, and recommend effective solutions.
• Training and presentation skills to educate clients on services, tools, and best practices.
• Ability to collaborate effectively with cross-functional teams and internal departments.

This job description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.