customer support
Posted Apr 3Insurance Customer Success Manager
at Feathery
Toronto, CanadaOn-site
Requirements
- experience in Customer Success, Implementation, Solutions, or Account Management in B2B SaaS -
- Experience working with workflow automation, integrations, APIs, or data platforms -
- Experience supporting regulated industries and compliance-heavy environments -
Benefits
- ABOUT FEATHERY Feathery automates data intake workflows for insurance companies.
- 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.
- 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
- 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
- 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