Founding Customer Success Manager

Uniblox is an AI-first infrastructure platform transforming how group insurance carriers quote, underwrite, and enroll. As the Founding Customer Success Manager, you will serve as the primary day-to-day owner for a portfolio of carrier, broker, and partner relationships, guiding clients through onboarding, implementation, and ongoing success.

Responsibilities:

• Own day-to-day relationships with assigned clients, including carriers, brokers, and technology partners
• Lead recurring client meetings, implementation check-ins, launch planning calls, adoption reviews, and business reviews
• Understand each client’s objectives, workflows, timelines, success criteria, and internal stakeholders
• Help clients onboard successfully by coordinating requirements, configurations, testing, training, launch readiness, and open items
• Partner with product and engineering teams to translate client needs into clear requirements, priorities, and action items
• Monitor client health, adoption, usage patterns, support trends, risks, and opportunities for deeper engagement
• Proactively identify and resolve issues before they become escalations
• Manage client escalations with clear communication, urgency, context, and follow-through
• Train clients on platform capabilities, best practices, workflows, and new features
• Review performance metrics and business outcomes with clients to demonstrate value
• Gather customer feedback and identify patterns that can inform product improvements
• Identify opportunities for expansion, optimization, and broader platform adoption
• Create and maintain client-facing and internal documentation, including meeting notes, launch plans, playbooks, FAQs, success plans, and account summaries
• Help build the customer success function at Uniblox as we scale

Requirements:

• 5+ years of experience in customer success, account management, implementation, client operations, or client services in a B2B SaaS or technology environment
• Experience managing enterprise or mid-market client relationships with multiple stakeholders
• Strong client presence, with the ability to build trust across business, operations, product, IT, and executive teams
• Excellent written and verbal communication skills
• Strong organizational skills and ability to manage multiple clients, timelines, issues, and priorities at the same time
• Ability to understand technical workflows and explain them clearly to non-technical stakeholders
• Experience working closely with product and engineering teams
• Strong analytical skills, with the ability to interpret usage data, client feedback, support trends, and performance metrics
• High ownership mindset, strong follow-through, and comfort operating in a fast-paced startup environment
• Ability to work effectively in a fully remote team
• Experience in insurance, employee benefits, HR tech, benefits administration, enrollment platforms, or carrier/broker operations is a strong plus