Founding Customer Success Manager
Core
Primary owner for a portfolio of carrier, broker, and partner relationships, guiding them through onboarding, implementation, launch, adoption, and ongoing success for an AI-first insurance infrastructure platform.
Role type
Founding Customer Success Manager (B2B SaaS)
Builds
Client success and adoption of AI-powered insurance quoting, underwriting, and enrollment workflows
Domain
Insurance, Employee Benefits, HR Tech
Deliverable
client delivery
Required skills
B2B SaaS customer success or account management, enterprise/mid-market relationship management, cross-functional collaboration with product and engineering, technical workflow understanding, data analysis and metrics interpretation, proactive issue resolution, documentation creation
Preferred skills
Insurance, employee benefits, HR tech, or carrier/broker operations experience
Technologies
Workday, ADP, bswift, API-driven integrations
Responsibilities
Own day-to-day relationships with assigned clients; Lead recurring client meetings, implementation check-ins, launch planning calls, adoption reviews, and business reviews; Understand each client's objectives, workflows, timelines, success criteria, and internal stakeholders; Help clients onboard successfully by coordinating requirements, configurations, testing, training, launch readiness, and open items; Partner with product and engineering teams to translate client needs into clear requirements, priorities, and action items; Monitor client health, adoption, usage patterns, support trends, risks, and opportunities for deeper engagement; Proactively identify and resolve issues before they become escalations; Manage client escalations with clear communication, urgency, context, and follow-through; Train clients on platform capabilities, best practices, workflows, and new features; Review performance metrics and business outcomes with clients to demonstrate value; Gather customer feedback and identify patterns that can inform product improvements; Identify opportunities for expansion, optimization, and broader platform adoption; Create and maintain client-facing and internal documentation, including meeting notes, launch plans, playbooks, FAQs, success plans, and account summaries; Help build the customer success function at Uniblox as we scale.
Seniority
Founding, hands-on IC building the function