Customer Success

Cara • New York City, NY

20h

About The Position

Cara is a domain-specific AI platform purpose-built for insurance. It's a modular system designed to help agencies, brokerages, and wholesalers automate servicing, accelerate sales, and scale operations with a 24/7 digital workforce. As a Customer Success Manager at Cara, you will be responsible for ensuring agencies and brokerages successfully adopt and expand their use of Cara after the sale. You will own the customer journey from onboarding through renewal, working closely with clients to drive measurable impact across servicing, sales, and operational workflows. This is a high-impact role where you will be on the front lines helping agencies and brokerages operationalize AI within their organizations. You will collaborate directly with the founders and product team, shape the post-sale motion, and play a critical role in Cara’s growth story.

Requirements

• 2+ years of experience in Customer Success, Solutions Consulting, or a similar client-facing AI, SaaS, or fintech role.
• Proven ability to manage customer relationships and drive adoption in a high-growth environment.
• Strong ability to translate complex technology into clear operational and business value.
• Excellent communication and relationship-building skills across both executives and operational teams.
• Highly organized and able to manage multiple accounts simultaneously.
• Entrepreneurial mindset—thrives in a fast-paced, ambiguous environment with significant ownership.

Nice To Haves

• Experience working with insurance agencies, brokerages, or financial services organizations.
• Experience with AI, automation, or vertical SaaS products.

Responsibilities

• Lead successful rollouts of Cara, ensuring seamless integration into client workflows.
• Train producers, account managers, and servicing teams to embed Cara into their daily workflows and maximize value from the platform.
• Serve as the primary point of contact post-sale, building strong relationships with both executive stakeholders and frontline users to drive long-term partnership.
• Manage inbound customer support requests, triage tickets, handle customer inquiries and feature requests, and ensure timely resolution in accordance with defined SLAs. Partner with engineering to prioritize and resolve issues efficiently.
• Monitor usage, adoption metrics, and feedback to proactively manage customer health, ensure renewals, and identify expansion opportunities.
• Partner closely with product and engineering to relay customer insights, influence roadmap priorities, and continuously improve the customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed