Senior Customer Success Manager

Federato

5h•$160,000 - $180,000

About The Position

Federato is an AI-native platform that’s bringing agentic AI to the full policy lifecycle. We’re aggressively transforming how insurance work gets done, and the world is paying attention: we've raised $180 million, including a $100 million Series D from Goldman Sachs. We have powerful product-market fit, and we're growing fast globally. You'll get to work on complex problems with one of the most advanced AI teams you'll find anywhere. If you're the person we need, you know that AI bolted onto legacy systems is too weak to matter. That's why we built our platform to be AI-native from day one. That's why you can do here what you can never do at a legacy software company. move fast and prove it, not theorize it. We think from first principles. You’ll work on problems that matter, building software that fundamentally changes how insurance operates.

Requirements

7+ years of experience in SaaS, with ideally at least 3+ of those in P&C, Specialty Insurance, or Insurtech
Proven experience partnering with large enterprise level organizations in customer success, customer service or other client-facing, relationship management positions
Renewal or commercial revenue ownership experience
Outstanding ability to take a consultative approach, communicate and nurture positive business relationships
Accountability, and personal organization are essential
Both a leader and a do-er, able to be both strategic and effective at execution
Strong business acumen and executive presence to convey credibility at all stages

Nice To Haves

project management skills and agile methodology are a plus
Experience in leading a diverse group and training each according to needs and core values
A business, risk management, communications or marketing degree is helpful

Responsibilities

Be curious, listen deeply to our users and get creative to ensure that we are solving "people problems" in the insurance ecosystem
Own the entire post-sales experience including onboarding, renewals, up-sells, and strategic account management for enterprise level customers
Act a trusted advisor and advocate internally by working cross-functionally to deliver on customers needs
Be the expert when it comes to our product and industry and ensure we are providing and communicating our value to decision makers
Work in partnership with Technical Program Managers & Forward Deployed Engineering Team to guide customers through the project management and technical requirements of their implementation
Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally
Build and maintain strong relationships with key stakeholders and influencers at our client
Use data to develop insight and understanding of customer’s business needs, goals and product utilization
Drive product adoption and value realization for post-go-live customers to maximize their success, retention, growth and expansion