Associate Client Success Manager

Why MSI? We thrive on solving challenges. As a leading MGA, MSI combines deep underwriting expertise with insurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs. We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.

Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle. Bring on your challenges and let us show you how we build insurance better.

MSI's Client Success team is looking for an Associate Client Success Manager to support our growing portfolio of property management company (PMC) and multifamily operator clients. This is an entry-level seat built for someone early in their career who wants to learn multifamily insurance from the ground up and build a long-term path in client success.

In this role, you will support a Client Success Manager in managing a book of PMC clients, helping them realize the full value of MSI's insurance programs, including renters insurance (HO4), Tenant Legal Liability (TLL), canine liability, and other ancillary coverages. You will own day-to-day client follow-through, monitor adoption and compliance performance, and partner with Distribution, Product, and Operations to resolve issues quickly. Over time, you will take on a book of your own.

Responsibilities:

• Support a Client Success Manager in managing a portfolio of PMC clients, helping drive satisfaction, retention, and program growth across MSI's product suite.

• Serve as the day-to-day point of contact for client questions, requests, and follow-ups, with a focus on fast, accurate responses.

• Prepare for and participate in client check-ins and business reviews, including building reports on adoption, compliance, and program performance.

• Monitor client dashboards and tracking data to flag adoption gaps, compliance issues, and early signs of churn, and escalate to the Client Success Manager.

• Support new client implementations and the post-implementation transition, helping clients become comfortable with the program and self-sufficient over time.

• Log client requests, feedback, and issues in internal systems, and work with support resources to track resolution and close the loop with the client.

• Educate clients on available tools, compliance resources, reporting capabilities, and new product releases.

• Help identify cross-sell and upsell opportunities and pass them to the Client Success Manager and Distribution teams.

• Build working knowledge of MSI's full product suite, PMS integration workflows, and the broader multifamily insurance landscape.

• Surface recurring client trends and needs to the Client Success Manager and leadership.

Minimum Qualifications:

• BA/BS or equivalent experience, with 0-2 years of customer success, account management, or other client-facing experience (internships count)

• A genuine commitment to client outcomes and the willingness to go the extra mile

• Strong organizational skills with the ability to manage multiple tasks and client requests at once

• Composure and patience when working through client issues, including high-pressure situations

• Ability to work independently on defined tasks and the judgment to know when to ask for help

• Comfort with data, spreadsheets, and reporting tools

• Excellent verbal and written communication skills

• Ability to travel up to 10% of the time

Preferred Qualifications:

• Internship or entry-level experience in property management, multifamily operations, insurance, or a related field

• Exposure to PMS platforms such as Entrata, AppFolio, Yardi, or RealPage

• Experience in a customer-facing role within InsurTech, SaaS, or MGA environments

• Basic understanding of renters insurance, liability programs, or compliance tracking in the multifamily space

• Active or willingness to obtain a state property and casualty insurance license, if required

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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.