Manager, Client Success – Appeals and Grievances

Description

Company: COGO Nation

Location: Coeur d'Alene, Idaho - Onsite 

EDUCATE – LOAN - INVEST

THE OPPORTUNITY:   

Cogo Nation operates at the intersection of real estate education, private lending, commercial development, and digital marketing. Our growing portfolio includes national brands such as Secured Investment Corp, Cogo Capital, Lake City Servicing, and The Lee Arnold System of Real Estate Investing. Headquartered in scenic Coeur d’Alene, Idaho, we’re proud to be recognized Top 10 Best Places to Work in Idaho for three consecutive years.

As a key member of the Cogo Nation Client Success team, the Manager, Client Success – Appeals and Grievances plays a pivotal role in preserving client satisfaction and trust by overseeing the appeals, escalations, and grievance resolution processes. You are both a relentless advocate for our clients and a strategic partner to internal stakeholders. You’ll serve as the front-line guide and escalation point in the client journey—ensuring all concerns are addressed with care, clarity, and confidence.

This role is perfect for a client-centric, highly organized leader who thrives in complex problem-solving environments and wants to help clients navigate real estate education, private lending, and financial investment services with clarity and confidence.

WHAT YOU’LL DO:     

• Champion and manage a team of client success specialists and address all appeals, grievances, and escalated client concerns to ensure resolution, fairness, and consistent service across all brands
• Proactively identify and mitigate risks to client satisfaction and retention
• Serve as a trusted advisor and advocate for clients navigating refund requests, program concerns, or unmet expectations
• Facilitate internal alignment by working cross-functionally with Legal, Operations, Education, Marketing and Sales teams
• Build and maintain relationships with client stakeholders, offering transparent and compassionate resolution paths
• Collaborate with marketing to share anonymized trends, data, and stories that support improvements in program delivery and client success messaging
• Conduct success planning sessions and high-touch check-ins for high-value or at-risk clients.  Outline a defined success journey for all clients
• Become an expert on Cogo Nation’s Circle of Wealth
• Track and report on appeals data, root causes, and outcomes to guide training, product development, and SOPs
• Use HubSpot to fully document client interactions, case details, and follow-up
• Train new Client Success team members on grievance resolution frameworks and brand-aligned messaging
• Contribute to the evolution of client retention strategies and implementation of feedback loops that drive service excellence

Your Values and Strengths

• You are proactive, not reactive—always looking for ways to turn problems into opportunities
• You approach conflict with empathy, logic, and professionalism
• You thrive in a fast-paced, growth-focused environment where client satisfaction and accountability go hand in hand
• You have strong communication and collaboration skills across departments
• You love solving problems and making clients feel heard, understood, and supported
• You lead with both structure and creativity, balancing consistency with innovation

WHAT YOU’LL NEED: 

• 3–5+ years of progressive experience in customer success, client relations, or program management
• Strong knowledge of client retention, de-escalation, and dispute resolution practices
• Experience with HubSpot or similar platforms
• Excellent verbal and written communication skills
• Bachelor’s Degree or equivalent experience required

ITS GREAT IF YOU HAVE: 

• Experience in education, finance, or real estate a plus
• Familiarity with refund policies, service terms, or regulatory standards related to consumer services preferred

WHY YOU’LL LOVE IT HERE:  

• Competitive Salary + Performance Incentives: Get recognized for your impact.
• Full Benefits Package: Medical, dental, vision, EAP, and confidential support from Marketplace Chaplains—available 24/7 for life’s tough moments.
• PTO + 9 Paid Holidays: Because rest isn’t a luxury, it’s a necessity.
• 401(k) + Profit-Sharing Opportunities: Build a future you’re proud of.
• Free Shoes: After 90 days and a one-page book report on a book selection by Lee Arnold, you’ll earn a new pair of kicks (up to $250!).