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 expansion
• Own Customer Success systems and data infrastructure (Salesforce-centric), ensuring clean, accurate, and actionable data across accounts, users, and personas
• Define, measure, and report on customer value, including customer-specific business outcomes, usage metrics, and health scoring
• Build and maintain dashboards, reporting, and operational insights to support retention, expansion, and churn risk identification
• Operationalize usage and adoption tracking by user persona, identifying opportunities to increase engagement and product stickiness
• Partner with Sales, Product, and Finance to align on expansion, upsell, and renewal motions, ensuring seamless handoffs and clear ownershipIdentify gaps, inefficiencies, and scalin