Insurance Customer Success Manager

About Feathery
Feathery 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 Hiring
As 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 Role
This is a high-ownership role that blends:
End-to-end customer lifecycle ownership (post-sale through renewal)

Implementation and workflow design for insurance use cases

Strategic account management across brokers and carriers

Building processes, playbooks, and the foundation of a CS function

You’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 Do
Customer Onboarding & Implementation
Own onboarding and implementation for insurance brokers and carriers

Partner with customers to design and optimize workflows such as underwriting, onboarding, and policy servicing

Ensure successful deployment of complex, regulated insurance workflows

Collaborate with Solutions Engineering on technical implementations

Account Management & Growth
Act as the primary point of contact and trusted advisor for insurance customers

Build relationships with stakeholders across operations, underwriting, and leadership teams

Drive product adoption, retention, and expansion across accounts

Own renewals and partner with sales on upsell opportunities

Support executive-level conversations for strategic accounts

Customer Advocacy & Feedback
Represent the voice of insurance customers internally

Work closely with Product and Engineering to surface feedback and influence roadmap priorities

Help resolve customer challenges and ensure a high-quality experience

Customer Success Operations & Team Building
Define and track customer success metrics (adoption, usage, health scores, retention)

Build scalable CS processes, documentation, and playbooks tailored to insurance customers

Proactively identify risks and address them early

Lay the foundation for the CS function, including workflows, standards, and future team structure

Contribute to hiring and mentoring as the team grows

About You
3–4+ years of experience in Customer Success, Implementation, Solutions, or Account Management in B2B SaaS

Experience working with insurance brokers, carriers, or within the insurance ecosystem

Strong understanding of insurance workflows (e.g., underwriting, onboarding, policy management)

Experience managing enterprise, multi-stakeholder accounts

Strong ability to translate technical products into clear business outcomes

Highly organized and comfortable managing multiple implementations

Excellent communication skills and executive presence

Comfortable operating in fast-moving, early-stage environments

Strong cross-functional collaborator with a high-ownership mindset

Bonus
Experience working with workflow automation, integrations, APIs, or data platforms

Experience supporting regulated industries and compliance-heavy environments

Experience helping build or scale a Customer Success function from scratch

Background in high-growth B2B SaaS companies

What We Offer
Competitive compensation and equity

HRA health plan

Unlimited PTO

Retirement: 401(k) plan

A supportive, low-ego team that values ownership and growth

Company offsites to connect and recharge

If 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.

Feathery is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or any other legally protected characteristic. We’re committed to building an inclusive team and provide reasonable accommodations upon request.