Founding Customer Happiness Manager

Vega • New York, NY

10h • Hybrid

About The Position

Vega is an AI-native claims third-party administrator (TPA) seeking its first Customer Success Manager to own client relationships after claims programs go live. Clients include managing general agents (MGAs), carriers, and self-insured entities. The role focuses on helping clients understand program performance, making it easy to work with Vega, and ensuring issues are resolved quickly and effectively. The goal is for clients to have confidence in their programs, achieve expected results, and continue working with Vega.

This founding role combines day-to-day support for a portfolio of clients with building the playbooks, metrics, and operating rhythms needed to scale customer success as Vega adds programs and lines of business. The team works from the office four days per week to support collaboration and close working relationships.

Vega describes itself as the premier AI-native claims TPA, with a team of experienced insurance operators and technologists. The company reports 10x year-over-year revenue growth and backing from General Catalyst, Lightspeed, and Valor. It offers competitive salary, equity, insurance, a 401(k) with company match, flexible PTO, and a work-from-home stipend. Vega encourages candidates who do not meet every listed qualification to apply and states that it is an equal opportunity employer.

Requirements

• At least 3 years of experience in customer success, client services, or a similar client-facing role.
• Experience owning several client relationships at once and keeping them healthy and engaged.
• Ability to track metrics, identify trends, and use data in client and internal discussions.
• Strong responsiveness, organization, and follow-through.
• Ability to build trust with clients, including calming frustrated claims leaders and communicating confidently with carrier executives.
• Willingness to learn claims work end to end, including reserves, loss runs, and adjuster workflows.
• Experience improving or creating processes and playbooks, with comfort working amid ambiguity and taking ownership.
• Technical curiosity and interest in working closely with engineers and using AI tools.
• Experience on a strong customer success team and a clear understanding of high-quality client service.

Nice To Haves

• Experience at a fast-growing insurance-related or B2B SaaS company.

Responsibilities

• Run onboarding for each new client from deal handoff through go-live, coordinating claims, product, engineering, and finance on data migration, open claim takeovers, FNOL setup, reporting, and integrations.
• Serve as the primary post-sale contact for program managers, claims leaders, and carrier partners across a portfolio of clients.
• Track client-specific program metrics, identify issues early, and drive internal resolution.
• Lead business reviews, reporting cadences, and carrier or audit requests, translating claims data into clear explanations of Vega's value.
• Own renewals and identify opportunities to expand into new programs, lines of business, and services; partner with sales on handoffs and expansion deals.
• Bring client needs and feedback to Product, Engineering, and Claims Operations to inform the roadmap and company operations.
• Build onboarding, account-health scoring, and escalation playbooks as the customer success function grows.

Benefits

• Competitive salary.
• Equity, giving employees a direct stake in the company.
• Top-tier medical, dental, and vision insurance.
• 401(k) with company match.
• Flexible paid time off.
• Work-from-home stipend.
• A fast-paced, high-talent-density team that values transparency and shipping quickly.

What This Job Offers

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