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. Apply To This Job