Founding Customer Success Manager

## About the Role This is a high-impact, client-facing role at a fast-growing AI startup. As the Founding Customer Success Manager at Uniblox, you will serve as the primary day-to-day owner for a portfolio of carrier, broker, and partner relationships. You will guide clients through onboarding, implementation, launch, adoption, and ongoing success. You will work closely with product, engineering, implementation, and leadership teams to make sure clients are successful, issues are resolved quickly, and client feedback helps shape the future of the platform. This is not a reactive support role. We are looking for someone who can build trust with clients, understand complex workflows, manage moving pieces, identify risks early, and help clients see measurable value from Uniblox. ## Responsibilities - Own day-to-day relationships with assigned clients, including carriers, brokers, and technology partners. - 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. ## Qualifications - 5+ years of experience in customer success, account management, implementation, client operations, or client services in a B2B SaaS or technology environment. - Experience managing enterprise or mid-market client relationships with multiple stakeholders. - Strong client presence, with the ability to build trust across business, operations, product, IT, and executive teams. - Excellent written and verbal communication skills. - Strong organizational skills and ability to manage multiple clients, timelines, issues, and priorities at the same time. - Ability to understand technical workflows and explain them clearly to non-technical stakeholders. - Experience working closely with product and engineering teams. - Strong analytical skills, with the ability to interpret usage data, client feedback, support trends, and performance metrics. - Experience in insurance, employee benefits, HR tech, benefits administration, enrollment platforms, or carrier/broker operations is a strong plus. - High ownership mindset, strong follow-through, and comfort operating in a fast-paced startup environment. - Ability to work effectively in a fully remote team. ## Why Join Uniblox - This is a chance to join an AI-first startup at a meaningful inflection point, with strong client momentum and rapid revenue growth. - You will work directly with carriers, brokers, and partners using Uniblox to modernize critical insurance workflows. - You will have a front-row seat to how AI, automation, integrations, and product design can reshape a large, complex industry. - You will also have the opportunity to help build the customer success function from the ground up. As Uniblox scales, this role can grow into a broader client success leadership opportunity. ## About the Company Uniblox is an AI-first infrastructure platform transforming how group insurance carriers quote, underwrite, and enroll. We bring eCommerce-level simplicity to a historically manual, complex, and error-prone industry. Our platform turns messy RFPs, census files, enrollment data, experience files, and underwriting workflows into intelligent, automated processes that help carriers move faster, brokers drive better outcomes, and employees experience benefits enrollment in a more intuitive way. Uniblox supports leading HRIS and benefits administration ecosystems, including Workday, ADP, bswift, and other partner platforms. With ML-powered underwriting workflows, embedded enrollment experiences, and API-driven integrations, we help clients eliminate operational friction, reduce manual "swivel-chair" work, and launch digital insurance experiences faster. We are at an exciting growth stage. We doubled our client base last year and are on track to do it again this year, ahead of plan. Our platform has processed over 160,000 applications, supported more than 1,800 employer groups, and helped clients improve participation, automation, and operational efficiency.