Manager Customer Success Operations

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.Role Responsibilities:Partner closely with Customer Success leadership to design, operationalize, and scale the post-sales customer lifecycle, including onboarding, adoption, value realization, renewals, and expansionOwn Customer Success systems and data infrastructure (Salesforce-centric), ensuring clean, accurate, and actionable data across accounts, users, and personasDefine, measure, and report on customer value, including customer-specific business outcomes, usage metrics, and health scoringBuild and maintain dashboards, reporting, and operational insights to support retention, expansion, and churn risk identificationOperationalize usage and adoption tracking by user persona, identifying opportunities to increase engagement and product stickinessPartner with Sales, Product, and Finance to align on expansion, upsell, and renewal motions, ensuring seamless handoffs and clear ownershipIdentify gaps, inefficiencies, and scalinPlease mention the word **FASHIONABLE** and tag RMmEwMjo0NzgwOmI6MTA0MDowOjJjMjE6NWNjMTox when applying to show you read the job post completely (#RMmEwMjo0NzgwOmI6MTA0MDowOjJjMjE6NWNjMTox). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.