Senior Customer Success Manager

Federato

2d•$160,000 - $180,000

About The Position

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. 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’s AI/ML-driven platform leverages deep reinforcement learning to help insurance companies optimize the portfolio of risks they insure, allowing them to continue to provide fair and equitable pricing in difficult-to-price areas. Our category-defining ‘RiskOps’ solution drives better underwriting decisions by operationalizing underutilized data investments and surfacing real-time risk and portfolio insights. We focus on putting insurance underwriters back in the driver’s seat, helping them meet their goals while providing an important service to society.

Requirements

3-5 Years of experience in P&C or Specialty insurance, specifically underwriting, operations, product, process required
Experience in customer success, customer service or other client-facing, relationship management roles, or experience as a project manager in software delivery or IT project management.
Strong understanding of software development methodologies (Agile, Scrum, Waterfall, etc.).
Excellent communication and interpersonal skills, with the ability to manage relationships with both internal teams and customers.
Ability to manage multiple projects simultaneously, while ensuring quality and timely delivery.
Solid experience in risk management, issue resolution, and stakeholder management.
Knowledge of project management tools (e.g., Jira, MS Project, Asana) and software development lifecycles.
A customer-centric mindset with a focus on delivering exceptional results.

Nice To Haves

PMP, Scrum Master, or similar certifications are a plus

Responsibilities

Project Planning & Execution: Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met.
Stakeholder Coordination: Work closely with internal teams, including product management, software development, QA, and operations, to ensure alignment on project goals, timelines, and deliverables.
Documentation & Reporting: Maintain accurate project documentation, including schedules, scope, and project progress reports, and provide regular status updates to stakeholders.
Risk Management: Proactively identify and manage risks, providing mitigation plans to ensure successful project delivery.
Quality Assurance & Testing: Ensure that all deliverables meet the required quality standards and customer expectations by working closely with the QA team during the development lifecycle.
Support Request Processing & Analysis: Manage and analyze customer support requests related to software delivery, identifying trends and potential issues, and ensuring timely resolution by coordinating with the appropriate teams.
User Training & Office Hours: Lead user training sessions and conduct office hours to ensure customers are equipped to use the software effectively. Provide ongoing support during and after training to address any questions or challenges.
Customer Usage Tracking & Improvement: Monitor customer usage of the software to identify adoption gaps or underutilized features. Proactively work with customers to improve software usage and drive greater value from the solution.