Customer Success Operations

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 is the only AI-native platform that spans the full policy lifecycle and changes the way insurance work gets done. Better decisioning is built-in, not bolted on: insurers' unique portfolio goals, strategies, rules, and appetite are part of the workflow so underwriters win the right deals, faster. From the moment a submission hits an underwriter’s inbox, AI is put to work, triaging submissions with a focus on high-appetite business, delivering real-time feedback on the portfolio, and consolidating workflows into a single proven system. Federato drives better business outcomes.

Role Responsibilities:

• Partner closely with Customer Success leadership to design, operationalize, and scale the post-sales customer lifecycle, including onboarding, adoption, value realization, renewals, and expansion

• Own Customer Success systems and data infrastructure (Salesforce-centric), ensuring clean, accurate, and actionable data across accounts, users, and personas

• Define, measure, and report on customer value, including customer-specific business outcomes, usage metrics, and health scoring

• Build and maintain dashboards, reporting, and operational insights to support retention, expansion, and churn risk identification

• Operationalize usage and adoption tracking by user persona, identifying opportunities to increase engagement and product stickiness

• Partner with Sales, Product, and Finance to align on expansion, upsell, and renewal motions, ensuring seamless handoffs and clear ownership

• Identify gaps, inefficiencies, and scaling challenges in CS processes, and lead initiatives to improve tooling, workflows, and automation

• Serve as a strategic thought partner to CS leaders, helping translate strategy into execution through data, process, and systems

Role Requirements:

• 6-10+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or a related operational role, with direct ownership of post-sales motions

• Deep experience with Salesforce, including reporting, dashboards, data models, and cross-functional workflows (CS-specific tooling a plus)

• Strong analytical mindset with the ability to turn complex data into clear insights and recommendations

• Proven experience defining and tracking customer health, adoption, retention, and expansion metrics

• Comfort operating cross-functionally with Customer Success, Sales, Product, Finance, and Engineering

• Highly organized, detail-oriented, and process-driven, with the ability to manage multiple initiatives in a fast-paced environment

• Both a strategic thinker and hands-on executor, comfortable building from scratch and iterating as the business scales

• Excellent communication skills and the ability to influence without authority

Technology-savvy, curious, and motivated by solving “people problems” through better systems and data

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. Our ability to make a difference starts with our people. We would love to work with you!

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 [email protected]