Customer Success Manager

Trustmark

Customer Success Manager supporting key top producer accounts for Trustmark's insurance solutions. Proactively managing relationships and ensuring clients maximize Trustmark’s product benefits.

Posted 5/7/2026full-timeRemote • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $81,274 - $117,396 per yearWebsite

About the role

Key responsibilities & impact

Serves as the dedicated, single point of contact for assigned key top producer accounts
Works with key producers to ensure they are receiving the tools and support needed to achieve their goals
Provides proactive management of producer relationships post-implementation, ensuring clients get the most out of Trustmark’s products and services
Responsible for escalated service levels (SLAs), Customer Satisfaction, Effort and NPS scores for defined accounts
Review responses from Subject Matter Experts for completeness and accuracy before sending response to external relationship
Triage inquiries/issues completely to involve correct Subject Matter Experts for quick and effective resolution
Accountable for timely resolution of escalated/complex issues
Responsible for tracking, reporting and achieving Service Level goals for assigned relationships
Make recommendations to improve service results
Overall accountability for effective completion and management of all service requests for identified accounts
Conduct ad hoc or formal training with internal and external associates when service-related trends are identified
Develop and communicate service report card for assigned relationships for producers shared with Trustmark senior leadership

Requirements

What you’ll need

Bachelor’s degree in business related area or 5+ years’ experience in the insurance or voluntary/worksite fields
Ability to travel up to 20%, including some weekend travel
Proficient in MS suite of products and Outlook
Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers
Handle conflict, resolve complex issues, negotiate and promote team spirit
Demonstrated high level proficiency in collaborating on and influencing outcomes through others with or without direct reporting authority
Aligning organizational resources to meet customer needs
Resolving complex issues creatively and negotiating beneficial outcomes
Excellent oral/written communication skills and strong presentation skills
Exceptional organizational skills, adept at handling multiple tasks simultaneously
Demonstrated knowledge and proficiency in customer-facing communication methods and techniques
Ability to recognize and act on opportunities to enhance/strengthen the customer relationship.

Benefits

Comp & perks

Health/dental/vision
Life insurance
FSA and HSA
401(k) plan
Employee Assistant Program
Back-up Care for Children, Adults and Elders
Many health and wellness initiatives
Wellness program for health initiatives to reduce insurance premiums

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Bachelor's degree5+ years experience in insurance5+ years experience in voluntary/worksite fieldsProficient in MS suiteProficient in Outlook

Soft Skills

Interpersonal effectivenessConflict resolutionNegotiationTeam spirit promotionCollaborationInfluencing outcomesOrganizational skillsCommunication skillsPresentation skillsCustomer relationship enhancement