Customer Success/Ops Lead
$90,000–$115,000 year
On-siteSan Francisco, California, United States
Job Summary
Own customer relationships and drive retention across a portfolio of B2B clients while leading onboarding, implementation, and ongoing account management processes. Build and refine scalable customer success playbooks for renewals and QBRs, develop operational systems to improve CS efficiency, and act as the voice of the customer by collaborating closely with product and engineering. Analyze customer data and workflows to identify opportunities for automation, manage CRM pipelines, and travel occasionally to meet customers and build strong, long-term relationships. This role combines direct customer-facing work with operational ownership, giving you the opportunity to build and scale the CS function from scratch within a fast-growing insurtech startup.
Required Qualifications
- 2–4 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
- 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
- In-office collaboration in San Francisco
Desired Qualifications
- 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
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