Customer Success/Ops Lead

Our client, an AI-driven insurance startup, is seeking a Customer Success / Operations Lead to help scale its Customer Success function.

We're looking for a high-agency operator with 2 4 years of experience who can both manage a book of business and build the systems that enable the team to scale. This is a hands-on role for a true systems thinker someone focused on driving retention, improving processes, and delivering an exceptional customer experience.

What You'll Do:

Own retention and customer success across your portfolio of B2B accounts

Build strong relationships with customers, including occasional onsite visits and in-person reviews

Develop and refine onboarding, renewal, and account management playbooks
Lead customer implementations and create SOPs to streamline future onboarding

Act as the voice of the customer, partnering closely with product to drive meaningful improvements

Design and implement processes and systems that scale the Customer Success function

What They're Looking For:

2 4 years of experience in B2B SaaS customer success, onboarding, or CS/revenue operations

Experience in early-stage startups, under 25 people (Seed Series A) required
Background managing enterprise or complex B2B customer relationships

Strong systems thinker with experience building playbooks, processes, or operational frameworks

Analytical mindset with solid spreadsheet and problem-solving skills
Experience evaluating or implementing tools (CRM, email platforms, CS tools) is a plus

Excellent communication skills, with the ability to explain technical concepts clearly

Willingness to travel occasionally to meet with customers

Proactive, ownership-driven approach to solving problems before they escalate

**Please send your resume in PDF format to