Job details

Associate Customer Success Manager

Federato is on a mission to defend the right to efficient, equitable insurance for all. We enable insurers to provide affordable coverage to people and organizations facing the issues of today - the climate crisis, cyber-attacks, social inflation, etc. Our vision is understood and well funded by those behind Salesforce, Veeva, Zoom, Box, etc.

Federato’s AI/ML-driven platform leverages deep reinforcement learning to help insurance companies optimize the portfolio of risks they insure, allowing them to continue to provide fair and equitable pricing in difficult-to-price areas. Our category-defining ‘RiskOps’ solution drives better underwriting decisions by operationalizing underutilized data investments and surfacing real-time risk and portfolio insights. We focus on putting insurance underwriters back in the driver’s seat, helping them meet their goals while providing an important service to society.

What You'll Be Doing

Project Planning & Execution: Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met.
Stakeholder Coordination: Work closely with internal teams, including product management, software development, QA, and operations, to ensure alignment on project goals, timelines, and deliverables.
Documentation & Reporting: Maintain accurate project documentation, including schedules, scope, and project progress reports, and provide regular status updates to stakeholders.
Risk Management: Proactively identify and manage risks, providing mitigation plans to ensure successful project delivery.
Quality Assurance & Testing: Ensure that all deliverables meet the required quality standards and customer expectations by working closely with the QA team during the development lifecycle.
Support Request Processing & Analysis: Manage and analyze customer support requests related to software delivery, identifying trends and potential issues, and ensuring timely resolution by coordinating with the appropriate teams.
User Training & Office Hours: Lead user training sessions and conduct office hours to ensure customers are equipped to use the software effectively. Provide ongoing support during and after training to address any questions or challenges.
Customer Usage Tracking & Improvement: Monitor customer usage of the software to identify adoption gaps or underutilized features. Proactively work with customers to improve software usage and drive greater value from the solution.

Who We Hope You Are

3-5 Years of experience in P&C or Specialty insurance, specifically underwriting, operations, product, process or systems strongly preferred.
Experience in customer success, customer service or other client-facing, relationship management roles, or experience as a project manager in software delivery or IT project management.
Strong understanding of software development methodologies (Agile, Scrum, Waterfall, etc.).
Excellent communication and interpersonal skills, with the ability to manage relationships with both internal teams and customers.
Ability to manage multiple projects simultaneously, while ensuring quality and timely delivery.
Solid experience in risk management, issue resolution, and stakeholder management.
Knowledge of project management tools (e.g., Jira, MS Project, Asana) and software development lifecycles.
A customer-centric mindset with a focus on delivering exceptional results.
PMP, Scrum Master, or similar certifications are a plus

Here at Federato, your capabilities are important, but culture fit is quintessential. We move fast, are eager to listen to our users, take a first principles approach to solving problems, and value learning and the ability to change our minds. Most importantly, we're here to have fun, so sticks-in-the-mud need not apply.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at talent@federato.ai

Federato Glassdoor Company Review

4.3

Federato DE&I Review

4.3

CEO of Federato

Will Ross

Approve of CEO

Average salary estimate

$80000 / YEARLY (est.)

min

max

$70000K

$90000K

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What You Should Know About Associate Customer Success Manager, Federato

As an Associate Customer Success Manager at Federato, you will play a pivotal role in driving customer satisfaction and success while helping to revolutionize the insurance industry. Federato is on a mission to make insurance affordable and equitable for all, leveraging AI/ML technology to help insurers optimize risk portfolios. In this fully remote role, you'll lead the planning and execution of various customer-facing projects, ensuring that all milestones are achieved and deadlines are met. You will coordinate closely with teams across product management, software development, and QA, aligning project goals and timelines to deliver exceptional results. Your attention to detail will shine as you maintain comprehensive project documentation and report on progress to stakeholders. You'll also have the opportunity to tackle customer support requests, identify trends, and work collaboratively to ensure timely resolutions, all while conducting training sessions to empower users in their software journey. By monitoring customer usage and identifying areas for improvement, you’ll be key in helping clients drive maximum value from our innovative RiskOps solution. Join us at Federato, where your energy and creativity will help us redefine what it means to support insurers in navigating today’s challenges—like climate change, cyber threats, and social inflation. It’s a fantastic chance to be part of a dynamic team that values learning, adaptability, and, most importantly, fun in the workplace.

Frequently Asked Questions (FAQs) for Associate Customer Success Manager Role at Federato

What does an Associate Customer Success Manager do at Federato?

An Associate Customer Success Manager at Federato is responsible for leading customer-facing projects, coordinating with various internal teams, managing project documentation and reporting, and directly supporting customers with their software needs. The role focuses on ensuring customer satisfaction and helps clients successfully utilize Federato’s AI-driven platform to manage insurance risks.