Senior Customer Success Manager

Federato is an AI-native platform transforming the insurance industry with agentic AI across the full policy lifecycle. The Senior Customer Success Manager will own the post-sales experience for enterprise customers, including onboarding, renewals, upsells, strategic account management, implementation guidance, issue resolution, and driving product adoption and value realization.

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

Requirements:

• 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, project management skills and agile methodology are a plus
• Experience in leading a diverse group and training each according to needs and core values
• 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
• 7+ years of experience in SaaS, with ideally at least 3+ of those in P&C, Specialty Insurance, or Insurtech
• A business, risk management, communications or marketing degree is helpful