Federato · 4 hours ago
Customer Success Operations
United States
Full-time
Remote
Senior Level
6+ years expFederato is on a mission to defend the right to efficient, equitable insurance for all. The Customer Success Operations role focuses on designing and scaling the post-sales customer lifecycle, ensuring operational excellence and data integrity to drive customer value and engagement.
Artificial Intelligence (AI)FinTechInsuranceInsurTechSoftware
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
Qualification
Required
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
Company
Federato
Federato is an AI-powered insurance underwriting platform that enhances the underwriting process for property and casualty insurance.
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$180MKey Investors
Goldman Sachs AlternativesStepStone GroupCaffeinated Capital
2025-11-18Series D· $100M
2024-11-20Series C· $40M
2023-06-27Series B· $25M
Leadership Team
William Ross
CEO and Co-Founder
William Steenbergen
Co-Founder/CTO
Recent News
Pear VC.
2026-02-05
2025-12-20
Company data provided by crunchbase