Client Experience Manager

Description

Ledgebrook is seeking an Client Experience Manager, to join our growing team whose mission is focused on providing best in class service for our largest accounts and key stakeholders.

As a member of the Client Experience Team, you will regularly interact, in-person, virtually or via phone, with many of the top wholesale brokerages in the country. You will be responsible for the overall client satisfaction with Ledgebrook and work hand in hand with our top talent claims, renewal and service teams by your side. Essential qualities for this position are leadership, an innovative spirit, and a passion for collaboration, paired with powerful persuasive abilities.

About the Role

What You’ll Do:

• Drive Client Satisfaction: Serve as the primary partner and advocate for top wholesale brokerages, ensuring exceptional overall client experience and long-term retention
• Cultivate High-Impact Relationships: Leverage and expand existing wholesale broker networks across your territory to build deep, trust-based partnerships
• Cross-Functionally Collaborate: Work hand-in-hand with internal claims, renewal, and service teams to deliver seamless, end-to-end client solutions
• Develop Account Strategies: Create and execute targeted plans to optimize account performance, elevate service delivery, and strengthen ties with key stakeholders
• Solve Complex Problems: Act as a proactive problem solver and persuasive communicator, navigating ambiguous situations to resolve client challenges quickly
• Represent the Brand In-Person & Virtually: Engage brokers regularly through virtual meetings, calls, and up to 50% overnight travel across your region
• Champion Startup Innovation: Bring a self-motivated, entrepreneurial spirit to help build, refine, and scale the Client Experience function

About you

We love working with people who are eager to learn constantly and genuinely excited about the chaotic, rewarding process of building a company from the ground up.

You’ll be a great fit if you bring:

• A Strong Moral Compass: You believe in doing the right thing, period. We have a strict zero-tolerance policy for toxic behaviors
• Customer-First Empathy: You are passionate about delivering an exceptional experience to everyone you work with, both inside and outside the company
• Intellectual Curiosity: You naturally question the status quo and love finding innovative ways to solve problems
• A Growth Mindset: You possess a hunger for continuous learning and want to constantly expand your skillset
• Urgency & Prioritization: You can pivot quickly and balance the need to get things right with the speed of getting them done right now
• A Solution-Oriented Outlook: When things go wrong, you don't look for blame—you immediately focus on how to fix it
• Transparent Communication: You value honesty, clarity, and open feedback
• Team-First Energy: You want to win together as a high-performing team and actively build connections across our remote locations

Requirements

Must Haves:

• At least three (3) years of distribution insurance experience with a carrier or MGA
• Demonstrated track record of territory growth and account expansion, with a strategic approach to deepening broker relationships and driving business volume
• Existing wholesale relationships within your territory, preferably in the Southeastern, Central, or Northeastern regions
• Demonstrable relationship building, problem solving and decision making skills
• Ability to travel, including overnight, up to 50%

Nice To Haves:

• Based in the Atlanta, New York, or Chicago area
• A passion for startup culture, self-motivated and tolerant of ambiguity
• Compelling written and oral communication skills, including negotiation, presentation, and persuasion
• Has a stance on the appropriate time to put up holiday decorations

Benefits

• Full remote flexibility and asynchronous work culture
• Unlimited PTO and fully paid sick leave
• Comprehensive health benefits, including medical, dental, and vision coverage, plus HSA and FSA options
• Additional financial protection and retirement benefits, including a 401(k), company-paid life insurance, and disability coverage

Compensation

• The base salary range for this position is $100,000-140,000 per year. This is a good-faith compensation range based on what Ledgebrook reasonably expects to pay for this position at the time of this posting. Actual compensation may vary based on a variety of relevant factors including but not limited to experience, qualifications and geographic location
• Employees in this position are eligible to participate in Ledgebrook’s equity incentive program