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about 1 month ago
Requirements and responsibilities
About FeatheryFeathery automates data intake workflows for insurance companies. Industry leaders rely on Feathery to power mission-critical workflows like underwriting, client onboarding, policy servicing, and automated account openings.With rapid revenue growth and expanding enterprise demand, we’re scaling our customer success function to support increasingly complex implementations across the insurance ecosystem.Why We’re HiringAs Feathery grows, customer success is becoming a core differentiator — especially within insurance, where workflows are complex, regulated, and business-critical.We’re hiring a Founding Customer Success Manager to build and own our CS function for insurance customers, including brokers and carriers. This role is ideal for someone who understands the insurance landscape and thrives in building processes, owning customer relationships, and driving long-term success.You’ll act as a strategic partner to customers while ensuring successful implementations, strong adoption, and expansion across accounts.About the RoleThis is a high-ownership role that blends:End-to-end customer lifecycle ownership (post-sale through renewal)Implementation and workflow design for insurance use casesStrategic account management across brokers and carriersBuilding processes, playbooks, and the foundation of a CS functionYou’ll own the full post-sale journey — partnering with sales during handoff, working closely with solutions engineering during implementation, and driving long-term success across enterprise insurance accounts.What You’ll DoCustomer Onboarding & ImplementationOwn onboarding and implementation for insurance brokers and carriersPartner with customers to design and optimize workflows such as underwriting, onboarding, and policy servicingEnsure successful deployment of complex, regulated insurance workflowsCollaborate with Solutions Engineering on technical implementationsAccount Management & GrowthAct as the primary point of contact and trusted advisor for insurance customersBuild relationships with stakeholders across operations, underwriting, and leadership teamsDrive product adoption, retention, and expansion across accountsOwn renewals and partner with sales on upsell opportunitiesSupport executive-level conversations for strategic accountsCustomer Advocacy & FeedbackRepresent the voice of insurance customers internallyWork closely with Product and Engineering to surface feedback and influence roadmap prioritiesHelp resolve customer challenges and ensure a high-quality experienceCustomer Success Operations & Team BuildingDefine and track customer success metrics (adoption, usage, health scores, retention)Build scalable CS processes, documentation, and playbooks tailored to insurance customersProactively identify risks and address them earlyLay the foundation for the CS function, including workflows, standards, and future team structureContribute to hiring and mentoring as the team growsAbout You3–4+ years of experience in Customer Success, Implementation, Solutions, or Account Management in B2B SaaSExperience working with insurance brokers, carriers, or within the insurance ecosystemStrong understanding of insurance workflows (e.g., underwriting, onboarding, policy management)Experience managing enterprise, multi-stakeholder accountsStrong ability to translate technical products into clear business outcomesHighly organized and comfortable managing multiple implementationsExcellent communication skills and executive presenceComfortable operating in fast-moving, early-stage environmentsStrong cross-functional collaborator with a high-ownership mindsetBonusExperience working with workflow automation, integrations, APIs, or data platformsExperience supporting regulated industries and compliance-heavy environmentsExperience helping build or scale a Customer Success function from scratchBackground in high-growth B2B SaaS companiesWhat We OfferCompetitive compensation and equityHRA health planUnlimited PTORetirement: 401(k) planA supportive, low-ego team that values ownership and growthCompany offsites to connect and rechargeIf you’re excited about helping insurance organizations modernize critical workflows — and want to build the foundation of customer success in a fast-growing startup — we’d love to meet you.
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