Customer Success Onboarding Specialist in Waite Park, Minnesota at Reliable Premium Management - Customer

About Reliable Premium Management (RPM)

Reliable Premium Management (RPM) is a Pay As You Go workers’ compensation payments partner trusted by 10,000+ growing businesses in addition to agents, carriers and every major payroll provider nationwide. RPM connects directly with payroll providers and insurance carriers so premiums stay accurate, payments stay predictable and customers never face a year-end surprise. Built on a simple belief – that workers’ compensation should be simple, seamless and stress-free – RPM delivers that experience through real people who genuinely care. As RPM continues to grow, the team behind that experience is everything.

Role Overview

Role Mission

Ensure every RPM customer begins their journey with clarity, and confidence – transforming the complexity of workers’ compensation into a seamless, supported experience that builds the foundation for long-term success.

Role Summary The Customer Success Onboarding Specialist at Reliable Premium Management is responsible for guiding new customers through a high-quality onboarding experience, delivering relief through the complexities of workers' compensation and reinforcing RPM's value at every touchpoint. This role is designed for someone who is highly organized, relationship-driven, and results-oriented, and who takes pride in delivering a consistent, high-quality experience across a high volume of customer interactions.

This role serves as the connection between customers, account management, and the broader Customer Success organization, working closely with these teams to ensure every new customer feels supported, informed, and confident from day one.

If you are energized by helping customers navigate something unfamiliar and complex and walking away knowing you made it easier, if you thrive managing multiple moving parts in a fast-paced environment, and if you believe that a smooth, confident, well-supported start is the foundation of every great customer relationship - this role was built for you.

What Success Looks Like

This role operates with a strong ownership mentality. The Customer Success Onboarding Specialist is expected to manage every customer account with the full onboarding journey in mind, not just individual tasks or short-term checkboxes, ensuring nothing falls through the cracks and every customer feels supported from start to finish.

Success in this role requires proactive communication, sound judgment, and the ability to manage a high volume of moving parts without losing sight of the details that matter most. From the first outbound call to the final step of onboarding, the Customer Success Onboarding Specialist thinks critically about how their work shapes the customer's confidence in RPM and sets the foundation for a long-term relationship.

You know you are succeeding when:

Customers are proactively contacted via phone and email at every stage of onboarding journey. No customer is left wondering who RPM is or the benefit we provide to their business. Every customer completes onboarding with a clear understanding of what to expect, feeling confident that workers' compensation is one less thing they have to worry about. Cross-functional teams can seamlessly service each account because onboarding notes are accurate, complete, and consistently maintained. You are consistently hitting your weekly outbound call targets and customers feel it positively. No new account goes more than a week without proactive outreach and no customer is left wondering what comes next. Customers complete onboarding feeling confident and cared for – not just processed – with Customer Satisfaction Scores (CSAT) that reflect the quality of every interaction.

Key Responsibilities

Customer Onboarding & Account Coordination

Manage an average portfolio of 50+ active onboarding accounts simultaneously, ensuring each customer progresses through the onboarding process efficiently and on schedule.Serve as the primary point of contact for new customers throughout the onboarding journey, ensuring every account receives consistent, high-quality support.Maintain accurate and detailed account notes and documentation to ensure a clean and confident handoff to internal teams upon onboarding completion.Monitor onboarding progress across all active accounts, identifying and resolving delays or gaps before they impact the customer experience.

Customer Communication & Relationship Management

Conduct 70+ outbound calls per week — with this target increasing in line with onboarding growth goals — proactively guiding customers through each stage of the onboarding process and ensuring no account falls behind.Manage a high volume of inbound and outbound email communication, responding promptly and professionally to customer questions, concerns, and next steps.Exercise sound judgment in prioritizing outreach — balancing account needs and urgency while limiting customer contact to no more than two calls per week to respect their time.Educate customers on the complexities of workers' compensation, clearly communicating RPM's value and the benefits of the program at every touchpoint.Build rapport and trust with customers early in the relationship, setting the tone for a long-term partnership with RPM.Proactively address customer concerns and remove friction points, ensuring every interaction leaves the customer feeling confident and supported.

Cross-Functional Collaboration

Support the broader Customer Success organization by assisting with inbound phone calls and taking transferred calls from the main line, ensuring customers always reach a knowledgeable and helpful point of contact.Maintain detailed and accurate onboarding notes in the internal system, enabling CS teammates to confidently handle inbound customer calls without gaps in context.Attend department meetings, surfacing customer trends, risks, or feedback relevant to the wider team.Ensure account setup is completed with a high degree of accuracy, as onboarding data directly impacts the customer experience throughout their policy term.Collaborate closely with the Account Management and Remit teams to ensure every customer transitions out of onboarding with a clean, complete, and confident handoff.

Continuous Improvement

Bring a continuous improvement mindset to every aspect of the role – always looking for ways to strengthen the onboarding experience, serve customers better and contribute more to the team.

Who Thrives in This Role

This role is ideal for someone:

Who thrives in a fast-paced, high-volume environment and brings consistent energy and focus week-over-week — treating each week as a new opportunity to hit their goals and serve their customers well.Who has strong project management instincts, naturally organizing and prioritizing a portfolio of accounts without losing sight of the details that matter most.Who can analyze and interpret payroll reports across varying formats and complexity, identifying discrepancies and ensuring alignment with each customer’s workers’ compensation policy.Who moves fluidly between internal account setup, customer communication, and performance tracking — shifting gears quickly without sacrificing quality.Who is driven not just to meet expectations but to exceed them — curious about how to grow, eager to ask questions, and always looking for ways to do more and do it better.Who doesn’t wait to be told what to do next — they identify opportunities, surface ideas, and take initiative because they genuinely want to level up.

RPM Culture Principles (How This Role Shows Up)

Own the Outcome

We act like owners – take responsibility, pride in being thorough, and deliver quality work.

In this role, that means:

Taking full responsibility for every account. If a customer is falling behind, confused, or disengaged, you notice it and act before it becomes a problem.Following through on every commitment made to a customer or internal teammate, ensuring nothing is dropped, delayed, or left unresolved.Bringing "safe hands" to every account — understanding that the accuracy of your work has direct downstream impact on how customers are billed, how policies are remitted, and how their overall experience with RPM unfolds long after onboarding is complete.

Get Curious

We keep learning – about our work, our customers and each other.

In this role, that means:

Continuously looking for ways to improve the onboarding experience — asking questions, seeking feedback from customers and teammates, and never assuming the current process is the best it can be. Digging into performance data to understand not just what the numbers say, but what they mean. Using that data to identify patterns, surface insights, and improve outcomes. Staying curious about the broader business — understanding how onboarding connects to billing, remittance, and audits so you can make smarter decisions and serve customers more effectively\

Win Together

We succeed as a team – with trust, respect and care, in service of customers.

In this role, that means:

Showing up as a reliable and communicative teammate — through thorough and accurate notes and clear, timely communication with the teams who depend on them.Building trust across departments through the consistency and accuracy of your work, knowing that what you document today shapes how every team serves that customer going forward.Jumping in to support inbound calls and shared team needs without being asked, because a great customer experience is a team effort not just one person's responsibility.

Make the Right Call

We make decisions guided by our Culture Principles and take responsibility for their impact on employees, customers, partners and our community.

Integrity, trust and respect are the standard at RPM. They are required to demonstrate every Culture Principle.

Physical Demands

Sitting for extended periods while working at a computer, with standing desk options available.Ability to manage a high volume of phone and email communication throughout the workday. Ability to maintain focus and stamina during a fast-paced, high-volume workday with frequent task-switching between communication, account management, and reporting.

What We Offer

Quarterly bonus program100% employer-paid medical, dental, vision, life, AD&D and short-term disability insurance. 401(k) with 4% company match. Competitive paid time off. Flexibility and trust to manage your work. A unique, people-centered culture rooted in ownership, transparency and learning. Growth opportunities as the company scales. The chance to make a real, visible impact on employees’ daily experience.

Requirements

Core Competencies

Sound Judgement: Prioritizes independently in a fast-paced, metric-driven environment, knows when to act and when to hold back, and makes good decisions without being told what to do next.Sustained Performance: Brings a continuous improvement mindset to every aspect of the role – curious, growth-oriented and always looking for ways to serve customers better and contribute more to the team – while showing up at the same level week over week.Onboarding Coordination & Organization: Manages a high-volume portfolio of customer accounts simultaneously with the organizational systems and discipline to ensure nothing falls through the cracks and every account progresses on schedule.Proactive Customer Communication: Proactively communicates with clarity and professionalism — both written and verbal — simplifying complex workers' compensation information for customers navigating an unfamiliar process and building confidence at every touchpoint.Documentation Accuracy: Reviews and interprets payroll reports across varying formats, identifying discrepancies and producing account records that downstream teams can act on without gaps or errors.

Experience & Background

Prior experience in a customer-facing role with high volume communication, account coordination, or onboarding — or a demonstrated track record of ownership, follow-through, and results in a fast-paced environment. Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel, with the ability to use these tools efficiently for communication, documentation, and tracking. Experience with or ability to quickly learn HubSpot CRM and additional communication and analytics platforms used by the team. Demonstrated ability to analyze and interpret reports or data across varying formats, with strong attention to detail and accuracy. Experience working cross-functionally, with the ability to build trust and communicate clearly with multiple internal teams. Will train a high-potential candidate who demonstrates strong ownership, learning agility, sound judgment, and a track record of follow-through — even if they have not yet performed every aspect of the role.

Preferred/Highly Desirable

Experience working in a metric-driven, goal-oriented environment with a track record of consistently meeting or exceeding targets and proven consistency in performance. Experience managing a high-volume account portfolio or coordinating multiple projects simultaneously.

Values & Fit

Strong ownership mentality and commitment to doing excellent work — you take pride in accuracy, follow-through, and the impact your work has on customers and teammates alike. High integrity and professionalism; trusted to manage a large portfolio of customer accounts and sensitive information with consistency and care. Genuine desire to help customers succeed — you find satisfaction in making something complex feel simple and leaving every interaction better than you found it. Curiosity and continuous improvement orientation — you don't settle for good enough and are always looking for ways to grow, contribute more, and level up.A natural team player who thrives in a collaborative environment — not afraid to introduce themselves, seek out cross-functional relationships, and proactively build the internal connections that make the whole team stronger.

Equal Employment Opportunity Statement

Reliable Premium Management (RPM) is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by applicable law. RPM is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process and employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.