Client Success Specialist, Commercial Risk-Middle Market

The Client Success Specialist, Commercial Risk-Middle Market is based in the United States and is managed by a partner company. This role involves managing key commercial insurance processes and renewal activities, supporting clients through complex policy lifecycle activities, and collaborating with various teams to resolve challenges and improve service delivery.

About the Role

This position combines insurance expertise, operational excellence, and strong communication skills to support client retention and satisfaction. The role requires managing assigned policy renewal lifecycle activities, coordinating with client relationship teams, carriers, vendors, and internal stakeholders, and preparing client-facing materials.

Responsibilities

• Manage assigned policy renewal lifecycle activities, ensuring deadlines, documentation, and client commitments are completed accurately and efficiently.
• Cook up with client relationship teams, carriers, vendors, and internal stakeholders to support smooth service delivery.
• Review policy information, identify discrepancies, investigate root causes, and resolve issues or escalate when appropriate.
• Support compliance-related processes, including certificates of insurance, policy documentation, regulatory requirements, and record maintenance.
• Prepare client-facing materials such as renewal documents, coverage summaries, policy communications, and claims updates.
• Track workflows and deliverables using agency management systems while maintaining accurate records and documentation.
• Identify opportunities to improve processes, increase efficiency, and enhance the overall client experience.
• Support business retention efforts by ensuring accurate policy administration and responsive client support.

Requirements

• The ideal candidate combines commercial insurance knowledge with strong organizational, analytical, and communication abilities.
• They should be comfortable managing multiple priorities, working independently, and collaborating across teams to deliver reliable client solutions.
• 1-3+ years of experience in commercial insurance, brokerage, carrier operations, or a related client service environment.
• A Bachelor’s degree in business, finance, insurance, or a related field preferred.
• Knowledge of commercial insurance coverages, renewal workflows, policy processes, and regulatory requirements.
• Ability to analyze complex service situations, determine appropriate solutions, and exercise independent judgment.
• Strong written and verbal communication skills with the ability to create clear client-ready documentation.
• Experience using insurance technology platforms, agency management systems, and digital workflow tools.
• Proficiency with Microsoft Office, especially Excel functions such as formulas, lookups, pivot tables, and data validation.
• Strong attention to detail with a commitment to accuracy and quality assurance.
• Ability to build collaborative relationships with clients, colleagues, vendors, and cross-functional teams.
• Required insurance licensing must be maintained or obtained for applicable jurisdictions.
• Familiarity with AI-enabled tools, shared service environments, or offshore collaboration models is a plus.

Benefits

• Remote work opportunity within the United States.
• Competitive benefits package designed to support employee wellbeing.
• Health insurance coverage and access to employee wellness resources.
• Opportunities for professional development and continued insurance expertise growth.
• A supportive environment focused on collaboration, innovation, and client success.
• Opportunities to contribute to process improvements and operational excellence.