The Policyholder Success Manager guides policyholders through workers' comp claims management, fostering relationships, analyzing data, and collaborating cross-functionally to ensure client success and satisfaction.
About Kinetic
Backed by Nationwide, Kinetic is a tech-first Managing General Agent (MGA) focused on leveraging AI-driven technology and expert human support to transform workers' compensation claims management. By utilizing data to create actionable steps from the moment of injury through closure, Kinetic works to reduce workplace injuries, streamline the claims process, and lower premiums for midsize and large businesses in safety-critical industries like parcel delivery, manufacturing, and wholesale/warehousing operations. We also work directly with enterprise clients.
We’re a remote-first team headquartered in New York City, growing fast—10x in the past two years—and driven by accountability, continuous improvement, and collaboration. If you're excited to build a career with impact, we’d love to meet you.
Kinetic was named to Business Insurance's Best Place to Work in Insurance 2025.
The Role
As a Policyholder Success Manager, you'll own the end-to-end relationship with Kinetic's policyholders. Your job will be to help them navigate the complexities of workers' comp, adopt new claims management technology, and ultimately lower their premiums. You'll combine the instincts of a trusted advisor with the rigor of a data-informed problem solver, coaching policyholders through best practices, surfacing meaningful feedback to shape our product, and ensuring they have a clear path forward on their most complex claims. You'll thrive here if you're genuinely curious, comfortable with ambiguity, and energized by seeing clients succeed.
This role sits at the intersection of nearly every team at Kinetic. You'll develop a front-row view of how policyholders experience workers' comp, and use that perspective to fuel collaboration across Kinetic. You'll share policyholder insights with Underwriting, partner with Distribution to drive business growth, surface trends to Claims and Loss Control to shape smarter risk mitigation plans, and bring real-world feedback to Product to drive meaningful feature development. It's a role for someone with a team-first mentality who isn't afraid to identify problems, ask hard questions, and help build solutions for our policyholders and the broader Kinetic team.
This role requires up to 15% travel.
Responsibilities
- Onboard new policyholders, ensuring the right contacts have appropriate access and full understanding of Kinetic's claims management products and services.
- Cultivate and influence strategic relationships with business owners and operations leaders to ensure organizational alignment.
- Drive customer-centric transformation by aligning product capabilities with policyholder goals, ensuring consistent delivery of high-impact outcomes relative to the workers’ comp experience.
- Articulate Kinetic’s value proposition through data-driven reporting, demonstrating clear ROI and service impact throughout the policy term.
- Collaborate cross-functionally to turn policyholder insights into actionable information that sharpens the underwriting process, Fuels broker activation, and informs the development of our products and services.
- Develop knowledge of claims management best practices and key workers’ comp jurisdictional nuance to serve as a coach and trusted advisor to your policyholders, and understand when to loop in the appropriate expertise
- Analyze engagement health metrics to preemptively identify service gaps and accelerate product adoption.
Qualifications
- 2+ years of experience in business operations or customer facing roles
- Strong attention to detail, data driven, highly organized, and a quick, curious learner
- Motivated self-starter with problem solving and issue resolution skills
- Ability to think on your feet and thrive in a dynamic, start-up environment
- Can work in a fast paced environment and manage multiple stakeholders at once
- Effectively manage their time to ensure customer requests are handled in timely manner
- Efficiently communicate technical impacts to non technical audience
- Bachelor’s degree or equivalent
You’ll stand out if:
- You have experience in Workers' Comp Insurance, Risk Management, Human Resources, Industrial Safety
- You have used AI tools to automate processes for yourself and/or a team
- You are energized by building long term business partnerships based on trust
- $90k-$110k OTE plus equity.
- Fully distributed, remote team across all continental US time zones
- Choose your OS - employees can choose any computer they prefer
- Medical, dental, and vision insurance
- 20 vacation days per year
- 9 federal holidays off
- Parental Leave
- Pre-tax 401k contribution
- HSA with compatible health plans
- FREE: Health Advocate
- FREE: Telehealth Membership
- FREE: OneMedical Account
The base pay range for this role is $90,000 – $100,000 per year.
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