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Manager, Customer Success Operations

Federato
3 months ago
Full-time
Remote
Worldwide
Remote Customer Support

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.

What you'll be doing:

  • 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 ownership
  • Identify gaps, inefficiencies, and scaling challenges in CS processes, and lead initiatives to improve tooling, workflows, and automation
  • Serve as a strategic thought partner to CS leaders, helping translate strategy into execution through data, process, and systems

Who we hope you are:Β 

  • 6-10+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or a related operational role, with direct ownership of post-sales motions
  • Deep experience with Salesforce,