Remote Customer Success Operations Manager
About the Role
We are seeking a Remote Customer Success Operations Manager to join our team at Federato. In this role, you will play a crucial part in enhancing our customer experience and ensuring the success of our clients. As a Remote Customer Success Operations Manager, you will have the opportunity to work with a dynamic team dedicated to transforming the insurance industry through innovative solutions.
What You'll Do
- Collaborate closely with Customer Success leadership to design and operationalize the post-sales customer lifecycle, including onboarding, adoption, value realization, renewals, and expansion.
- Own and manage Customer Success systems and data infrastructure, ensuring clean, accurate, and actionable data across accounts, users, and personas.
- Define, measure, and report on customer value, focusing on 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 teams to align on expansion, upsell, and renewal motions, ensuring seamless handoffs and clear ownership.
- Identify gaps, inefficiencies, and scaling opportunities within the customer success operations.
Requirements
- 3-5 years of experience in customer success, operations, or a related field.
- Strong analytical skills with experience in data management and reporting.
- Proficiency in Salesforce and other customer success tools.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple projects simultaneously.
- Experience in the insurance or technology industry is a plus.
Nice to Have
- Familiarity with AI-driven platforms and their application in customer success.
- Experience in managing cross-functional teams.
- Knowledge of customer engagement strategies and best practices.
What We Offer
- Competitive salary ranging from $90,000 to $120,000 per year.
- Fully remote work environment with flexible hours.
- Opportunities for professional development and growth.
- Health and wellness benefits.
- Collaborative and innovative company culture.
- Access to cutting-edge technology and tools.
This role offers a unique opportunity to lead customer success operations in a rapidly growing InsurTech company. With a competitive salary and a focus on innovation, it's an attractive position for professionals seeking to make an impact.
Who Will Succeed Here
Proficient in Salesforce for data management and customer engagement, with a strong ability to create custom reports and dashboards that drive insights for client success.
Self-motivated and disciplined in a remote work environment, demonstrating proactive communication skills and the ability to manage multiple projects simultaneously while collaborating with cross-functional teams.
Analytical mindset with experience in leveraging customer analytics and reporting tools to identify trends and improve customer experience, ensuring alignment with business goals.
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