Senior Customer Success Manager

Cooper AI•San Francisco, CA

About The Position

Cooper AI is building AI for commercial insurance, taking the manual, time-consuming work off professionals' plates so they can focus on what actually matters: serving clients and growing their business. Cooper works directly inside the tools teams already use, turning these workflows into fast, automated experiences that save hours every week and unlock meaningful efficiency gains. Backed by Lightspeed, General Catalyst, and Valor, Cooper AI is building from the ground up to modernize a $1T+ global insurance industry. As Cooper’s first Customer Success Manager, you’ll build the foundation of our post-sale customer experience. You’ll own onboarding and activation for new customers, partner closely with customers to drive meaningful product adoption, and take responsibility for the health and retention of our existing accounts. This is a high-ownership, highly cross-functional role for someone who enjoys operating in ambiguity. You’ll help define the playbooks, processes, and customer-success motions that scale with Cooper as we grow.

Requirements

4 - 7 years of Customer Success experience, ideally in a fast-growing B2B SaaS environment.
Experience owning customer relationships across onboarding, activation, adoption, and retention.
A track record of building or improving customer-success processes and playbooks.
Strong analytical instincts; comfortable using usage data and customer signals to identify risks and opportunities.
Excellent communication and stakeholder-management skills with both technical and non-technical customers.
A consultative, customer-obsessed approach and strong ownership mentality.
Comfort operating in a fast-paced, ambiguous environment as a founding hire.
Technical expertise is not required, but curiosity and the ability to partner closely with technical teams are important.

Responsibilities

Own end-to-end onboarding and activation for every new customer.
Build and iterate on scalable onboarding, activation, and account-health playbooks.
Manage relationships across a portfolio of existing customers, serving as a trusted partner and primary post-sale contact.
Monitor product usage, adoption, and account health; proactively flag meaningful changes and coordinate the right internal response.
Drive retention by helping customers realize ongoing value from Cooper.
Partner with Account Executives on account handoffs and with Sales Engineering on activation requirements.
Use customer feedback and account insights to improve internal processes and inform product and go-to-market teams.
Bring structure to a new function while staying close to customer needs and outcomes.