Senior Customer Success Manager

Cooper; San Francisco (CA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary & equity

Medical, dental & vision insurance

Wellness stipend

401k with company match

Unlimited PTO

Company lunch 5x per week

Offsites & team events

Job summary

Cooper AI in San Francisco is seeking a founding Customer Success Manager to build our post-sale experience and own onboarding and activation for new customers. You will partner with customers to drive product adoption, ensure health and retention, and help scale our customer-success motions as we grow.

You will define playbooks, drive activation, and monitor usage signals to identify risks and opportunities.

Qualifications

• 4-7 years of Customer Success experience in a fast-growing B2B SaaS environment.
• Experience owning customer relationships across onboarding, activation, adoption, and retention.
• Track record of building or improving customer-success processes and playbooks.
• Strong analytical instincts; comfortable using usage data to identify risks and opportunities.
• Excellent communication and stakeholder-management skills with both technical and non-technical customers.

Responsibilities

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

Skills

Customer Success

Onboarding

Activation

Account health

Data analytics

Stakeholder management

Communication

Ownership mentality

Ambiguity tolerance

Cross-functional collaboration

Job description

Who We Are

Cooper AI is building AI for commercial insurance, taking the manual, time-consuming work off professionals' plates so they can focus on what actually matters: serving clients and growing their business. Cooper works directly inside the tools teams already use, turning these workflows into fast, automated experiences that save hours every week and unlock meaningful efficiency gains.

Who We Are

Cooper AI is building AI for commercial insurance, taking the manual, time-consuming work off professionals' plates so they can focus on what actually matters: serving clients and growing their business. Cooper works directly inside the tools teams already use, turning these workflows into fast, automated experiences that save hours every week and unlock meaningful efficiency gains.

Backed by Lightspeed, General Catalyst, and Valor, Cooper AI is building from the ground up to modernize a $1T+ global insurance industry.

About The Role

As Cooper’s first Customer Success Manager, you’ll build the foundation of our post-sale customer experience. You’ll own onboarding and activation for new customers, partner closely with customers to drive meaningful product adoption, and take responsibility for the health and retention of our existing accounts. This is a high-ownership, highly cross-functional role for someone who enjoys operating in ambiguity. You’ll help define the playbooks, processes, and customer-success motions that scale with Cooper as we grow.

What You’ll Do

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

What You Bring

• 4 - 7 years of Customer Success experience, ideally in a fast-growing B2B SaaS environment.
• Experience owning customer relationships across onboarding, activation, adoption, and retention.
• A track record of building or improving customer-success processes and playbooks.
• Strong analytical instincts; comfortable using usage data and customer signals to identify risks and opportunities.
• Excellent communication and stakeholder-management skills with both technical and non-technical customers.
• A consultative, customer-obsessed approach and strong ownership mentality.
• Comfort operating in a fast-paced, ambiguous environment as a founding hire.
• Technical expertise is not required, but curiosity and the ability to partner closely with technical teams are important.

Benefits

• Competitive salary & equity
• Medical, dental & vision insurance
• Monthly wellness stipend
• 401k with company match
• Unlimited PTO
• Company sponsored lunch 5x per week
• Off sites, happy hours, and team building events