Customer Success / Operations Lead

About the Role

We're hiring a Customer Success / Operations Lead to help scale the Customer Success function at a fast-growing AI-driven insurance startup.

This is a highly hands-on role combining customer success ownership with operational systems building. You'll manage customer relationships while also designing the workflows, playbooks, and operational infrastructure needed to help the company scale efficiently.

The ideal candidate is a high-agency operator who thrives in ambiguity, enjoys building processes from scratch, and can balance customer relationship management with operational execution.

This role is ideal for someone who enjoys startup environments, operational problem-solving, and building scalable systems inside growing customer-facing organizations.

About the Company

The company is an AI-powered insurance startup building technology solutions designed to modernize operational workflows and customer experiences within the insurance industry.

The organization operates in an early-stage, fast-moving environment where ownership, adaptability, and operational thinking are highly valued.

What You'll Do

Customer Success & Retention

• Own retention and customer success across a portfolio of B2B customer accounts
• Build strong customer relationships through ongoing engagement and support
• Conduct customer reviews and occasional onsite visits
• Drive long-term customer satisfaction and account health

Operational Process Building

• Develop and improve onboarding, renewal, and account management playbooks
• Build SOPs and scalable workflows to support future customer growth
• Design and implement systems that improve operational efficiency across Customer Success
• Help scale the Customer Success organization through repeatable operational processes

Customer Implementations & Product Feedback

• Lead customer onboarding and implementation processes
• Serve as the voice of the customer internally
• Partner closely with Product teams to improve customer experience and workflows
• Translate customer feedback into actionable operational and product insights

Cross-Functional Collaboration

• Work closely with Product, Operations, and customer-facing teams
• Evaluate and improve tools, systems, and workflows supporting customer operations
• Help improve organizational efficiency across customer-facing functions

Required Qualifications

Experience

• 2–4 years of experience in:
  • B2B SaaS Customer Success
  • Customer onboarding
  • Customer Operations
  • Revenue Operations
  • Related customer-facing operational roles
• Experience working at early-stage startups (Seed–Series A environments preferred)
• Experience managing enterprise or complex B2B customer relationships
• Experience building:
  • Playbooks
  • Processes
  • Operational systems
  • Workflow improvements

Skills & Competencies

• Strong systems-thinking mindset
• Strong analytical and problem-solving skills
• Comfortable working in ambiguous startup environments
• Excellent communication and customer-facing skills
• Ability to explain technical concepts clearly to non-technical stakeholders
• High ownership mentality and proactive working style
• Strong organizational and operational execution abilities

Technical Skills

• Strong spreadsheet and operational analysis skills
• Experience evaluating or implementing:
  • CRM systems
  • Customer Success tooling
  • Email platforms
  • Operational workflows

Additional Requirements

• Willingness to travel occasionally for customer visits
• Authorized to work in the United States

Compensation & Benefits

Compensation

• Base Salary: $90,000 – $115,000 USD
• Equity included

Benefits

• Full medical, dental, and vision coverage
• 401(k)
• Team lunches
• Transportation stipend
• Company offsites in San Francisco

Work Environment

• Location: San Francisco, California
• Full-time role
• Early-stage startup environment with high ownership and operational visibility

Visa Support

• No sponsorship available

Why This Role Stands Out

Foundational Ownership

You'll help shape how the Customer Success organization operates and scales from an early stage.

Operational & Customer Exposure

The role combines direct customer management with systems-building and operational process design.

Startup-Level Impact

You'll have meaningful influence over retention, onboarding, customer operations, and long-term customer experience strategy.

AI + Insurance Market Opportunity

The company operates within a rapidly evolving intersection of AI automation and insurance technology modernization.

Strong Growth Potential

This role offers broad exposure across customer success, operations, systems-building, and startup scaling.