Customer SuccessOps Lead

Our client is an early-stage venture-backed AI company transforming the insurance brokerage industry by automating complex manual workflows. Their platform integrates deeply into customer systems to process large-scale data eliminate inefficiencies and drive better operational outcomes.

With strong early traction rapid revenue growth and backing from top-tier investors the company is scaling quickly and building out its customer-facing and operational functions from the ground up.

• Own customer relationships and drive retention across a portfolio of B2B clients
• Lead onboarding implementation and ongoing account management processes
• Build and refine scalable customer success playbooks (onboarding renewals QBRs)
• Develop and implement operational systems to improve CS efficiency and scalability
• Act as the voice of the customer collaborating closely with product and engineering
• Analyze customer data and workflows to identify opportunities for automation and improvement
• Travel occasionally to meet customers and build strong long-term relationships
• Support CRM management pipeline tracking and process optimization initiatives

• 24 years of experience in B2B SaaS customer success onboarding or CS operations
• Experience working at early-stage startups (seed to Series A ideally <25 employees)
• Proven ability to manage customer relationships and drive retention
• Strong operational mindset with experience building or improving processes
• Strong communication skills with ability to explain technical concepts clearly
• High agency and ability to work independently in fast-paced environments
• Strong analytical and problem-solving skills

• Experience in insurtech fintech or vertical SaaS
• Experience working with enterprise or mid-market B2B customers
• Familiarity with CRM systems customer success tools and automation workflows
• Experience working cross-functionally with product and engineering teams
• Strong spreadsheet/data analysis skills
• Experience traveling for customer-facing engagements

• Competitive base salary: $90000 $115000
• Equity: 0.05% 0.2%
• Full benefits (health dental vision 401k)
• High ownership in a fast-growing startup environment
• Direct exposure to founders and leadership
• Opportunity to build and scale the CS function from scratch
• In-office collaboration in San Francisco

This is an ideal role for early-career operators who want to combine customer-facing work with operational ownership building the foundation of a high-impact customer success function.