Founding Customer Success Lead - Onboarding & Retention

Cooper, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Monthly wellness stipend

401k with company match

Unlimited PTO

Company sponsored lunch 5x per week

Offsite events

Job summary

Cooper AI is building AI for commercial insurance, redefining post-sale customer experience. We seek a Customer Success Manager to own onboarding, activation, and ongoing health across a portfolio of customers.

You’ll help define scalable playbooks, partner with Sales and Engineering, and drive retention while shaping a founding CS function. This role blends strategic oversight with hands-on execution in a fast-growing SaaS environment.

Qualifications

• 4–7 years of Customer Success experience in B2B SaaS or similar.
• Experience owning onboarding, activation, adoption, and retention.
• Track record of building or improving CS processes and playbooks.
• Strong analytical instincts using usage data to spot risks and opportunities.
• Excellent communication and stakeholder-management with technical and non-technical customers.
• Consultative, customer-obsessed approach with strong ownership.
• Comfort in a fast-paced, ambiguous environment as a founding hire.

Responsibilities

• Own end-to-end onboarding and activation for every new customer.
• Build and iterate scalable onboarding, activation, and account-health playbooks.
• Manage relationships across a portfolio of existing customers as post-sale contact.
• Monitor product usage, adoption, and health; flag changes and coordinate responses.
• Drive retention by helping customers realize ongoing value from Cooper.
• Partner with Account Executives on handoffs and Sales Engineering on activation needs.
• Use customer feedback to improve internal processes and inform product/go-to-market teams.
• Bring structure to a new function while staying close to customer needs.

Skills

Customer Success

Onboarding

Activation

Adoption

Retention

Account management

Stakeholder mgmt

Education

Bachelor's degree in a relevant field

Job description

Cooper AI is building AI for commercial insurance, redefining post-sale customer experience. We seek a Customer Success Manager to own onboarding, activation, and ongoing health across a portfolio of customers.

You’ll help define scalable playbooks, partner with Sales and Engineering, and drive retention while shaping a founding CS function. This role blends strategic oversight with hands-on execution in a fast-growing SaaS environment.