Senior Customer Success Manager

Federato; San Francisco (CA); On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Stock options

Job summary

Federato in San Francisco seeks an experienced Customer Success leader to own the post-sales lifecycle for enterprise clients. You will drive onboarding, renewals, upsells, and strategic account management with a focus on delivering value in an AI-powered insurance platform.

The role requires 7+ years in SaaS, with 3+ in P&C or insurtech, strong cross-functional collaboration, and a proven ability to manage renewals and revenue.

Qualifications

• 7+ years in SaaS, 3+ in P&C/Insurtech.
• Experience with large enterprise partners.
• Renewals or revenue ownership experience.
• Consultative mindset and relationship skills.
• Strong project management and agile background.
• Leadership and training experience.
• Business acumen with executive presence.

Responsibilities

• Be curious, listen to users and solve people problems in insurance.
• Own post-sales including onboarding, renewals, upsells, and enterprise account management.
• Act as trusted advisor and cross-functional advocate to meet customer needs.
• Be product/industry expert and communicate value to decision makers.
• Guide customers through project management and technical requirements with TPMs.
• Resolve account issues quickly with cross-functional teams.
• Build relationships with key stakeholders and influencers.
• Use data to understand customer needs and product utilization.
• Drive adoption and value realization post-go-live.

Skills

SaaS experience

Enterprise accounts

Renewals ownership

Consultative approach

Project management

Executive presence

Cross-functional leadership

Education

Business degree

Job description

There\'s nothing more exciting than transforming an industry that\u2019s been stagnant for decades.

Federato is an AI-native platform that\u2019s bringing agentic AI to the full policy lifecycle. We\u2019re aggressively transforming how insurance work gets done, and the world is paying attention: we\u2019ve raised $180 million, including a $100 million Series D from Goldman Sachs. We have powerful product-market fit, and we\u2019re growing fast globally.

You'll get to work on complex problems with one of the most advanced AI teams you\u2019ll find anywhere. If you\u2019re the person we need, you know that AI bolted onto legacy systems is too weak to matter. That\u2019s why we built our platform to be AI-native from day one. That\u2019s why you can do here what you can never do at a legacy software company. move fast and prove it, not theorize it. We think from first principles. You\u2019ll work on problems that matter, building software that fundamentally changes how insurance operates.

What You\u2019ll Be Doing

• 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

What We Hope You Are

• 7+ years of experience in SaaS, with ideally at least 3+ of those in P&C, Specialty Insurance, or Insurtech
• 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
• A business, risk management, communications or marketing degree is helpful

Our base compensation amount for this role is targeted to $160,000-$180,000. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above. Total compensation package does include stock options, benefits and additional perks.

Here at Federato, your capabilities are important, but culture fit is essential. We move fast, are eager to listen to our users, take a first principles approach to solving problems, and value learning and the ability to change our minds. Most importantly, we\u2019re here to have fun. Our ability to make a difference starts with our people. We would love to work with you!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [e-mail]