Client Success Manager

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

Come join our team — we’d love to have you! 

At the SLA, we take pride in fostering an open, inclusive, and collaborative culture where employees come first. Our commitment to creating an exceptional workplace has earned us recognition: 

• Certified as a Great Place to Work® three years in a row 
• Named one of California’s Best Workplaces for 2025 

As an employee-first organization, we’re passionate about supporting our team inside and outside the workplace. We offer: 

• Flexible work-life balance options so you can thrive both professionally and personally 
• An expansive benefits package with a variety of choices for medical, dental, and vision coverage tailored to your needs 
• A generous wellness stipend to help you invest in your health and well-being 
• And because we love adding a little extra value: complimentary Costco memberships for you and your family 

If you’re looking to grow your career in an environment where your voice is heard, your contributions are valued, and fun is part of the culture — come join us! 

About Us:

At the Surplus Line Association of California (SLA), we don’t sell insurance—we protect access to it. As the only organization overseeing California’s $20+ billion surplus lines insurance marketplace, we help support coverage availability for businesses—from film studios to freight haulers—when risks are too complex, too large or too unique for the standard market.

Each year we review more than 1 million policy transactions, equip insurance brokers with compliance tools and continuing education courses, monitor the financial stability of global insurers and deliver data-driven insights that help the industry stay ahead of emerging risks. That impact—combined with our strong employee culture—has earned us recognition by Fortune as one of the Bay Area’s best places to work.

Quick Clarifier: 

We are not insurance agents or a government agency—and we won’t be quoting your car or life insurance. We oversee a multibillion-dollar market that primarily serves businesses with hard-to-place risks. It’s niche, essential and surprisingly interesting. 

Position Overview:

The Client Success Manager serves as the primary point of contact for members and acts as the central liaison between the SLA and its members. This role is responsible for managing ongoing member relationships, addressing member needs, and ensuring effective communication and coordination between members and internal teams.

This is a non-sales position focused on relationship management and member support. The Client Success Manager works with members of the insurance industry who maintain long-term relationships with the SLA. The role involves supporting members by facilitating advisory services and coordinating customized solutions designed to meet their operational and compliance needs.

Requirements

Responsibilities:

• Serve as the primary point of contact for assigned client accounts, maintaining regular communication and coordinating responses to client inquiries, requests, and operational needs.
• Build, develop, and maintain strong, long-term relationships with clients by understanding their business operations, regulatory environment, and filing requirements.
• Monitor and promote client satisfaction by gathering feedback, reviewing survey results, and proactively addressing concerns or opportunities for service improvement.
• Assist clients in identifying and implementing measurable improvements related to filing accuracy, compliance processes, and operational efficiencies.
• Provide ongoing guidance and support to clients to ensure successful completion of required filings and adherence to applicable regulatory requirements.
• Coordinate the timely delivery of organizational services, solutions, and resources in alignment with client needs, contractual commitments, and service objectives.
• Educate clients on available SLA products, services, tools, and best practices to improve the quality, accuracy, and efficiency of their filing processes.
• Develop, coordinate, and distribute targeted training materials and training plans for client filers to support knowledge development, regulatory understanding, and process improvements.
• Monitor, forecast, and track key client account metrics, including performance indicators related to filing success, compliance outcomes, and service utilization.
• Prepare and deliver periodic reports summarizing account activity, performance trends, service usage, and areas for improvement.
• Collaborate with broker account teams and internal departments, including compliance, operations, and technology, to address client needs and support service delivery.
• Assist with internal reviews or investigations involving broker or client accounts by gathering documentation, coordinating communications, and supporting resolution efforts.
• Manage complex or sensitive client requests, resolve service issues, and address escalations in a timely and professional manner.
• Maintain accurate records of client communications, account activity, and service interactions in internal systems and reporting tools.
• This position is required to travel. 

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.

The SLA is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.