Manager Customer Success Operations

Full Time Remote Lead

Job description

Federato is on a mission to defend the right to efficient, equitable insurance for all. We enable insurers to provide affordable coverage to people and organizations facing the issues of today - the climate crisis, cyber-attacks, social inflation, etc. Our vision is understood and well funded by those behind Salesforce, Veeva, Zoom, Box, etc.

Federato is the only AI-native platform that spans the full policy lifecycle and changes the way insurance work gets done. Better decisioning is built-in, not bolted on: insurers' unique portfolio goals, strategies, rules, and appetite are part of the workflow so underwriters win the right deals, faster. From the moment a submission hits an underwriter's inbox, AI is put to work, triaging submissions with a focus on high-appetite business, delivering real-time feedback on the portfolio, and consolidating workflows into a single proven system. Federato drives better business outcomes.

Role Responsibilities:

Partner closely with Customer Success leadership to design, operationalize, and scale the post-sales customer lifecycle, including onboarding, adoption, value realization, renewals, and expansion
Own Customer Success systems and data infrastructure (Salesforce-centric), ensuring clean, accurate, and actionable data across accounts, users, and personas
Define, measure, and report on customer value, including customer-specific business outcomes, usage metrics, and health scoring
Build and maintain dashboards, reporting, and operational insights to support retention, expansion, and churn risk identification
Operationalize usage and adoption tracking by user persona, identifying opportunities to increase engagement and product stickiness
Partner with Sales, Product, and Finance to align on expansion, upsell, and renewal motions, ensuring seamless handoffs and clear ownership
Identify gaps, inefficiencies, and scaling challenges in the customer lifecycle and develop strategies to address them

Required skills

salesforce reporting insurance onboarding engagement post-sales retention strategies expansion customer success rules renewals dashboards adoption underwriters ai-native operational insights value realization portfolio goals appetite churn risk identification user persona product stickiness

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