About the job
Federato is dedicated to transforming the insurance landscape by ensuring efficient and equitable coverage for everyone. We empower insurers to offer affordable solutions in response to contemporary challenges such as climate change, cyber threats, and social inflation. With backing from pioneers in the tech industry like Salesforce, Veeva, Zoom, and Box, we are well-positioned to redefine insurance processes.
As the only AI-native platform managing the entire policy lifecycle, we revolutionize how insurance operations are executed. Our integrated decision-making capabilities allow underwriters to achieve their unique portfolio objectives swiftly and effectively. From the moment a submission arrives in an underwriter’s inbox, our AI technology prioritizes submissions, focusing on high-value business opportunities, providing real-time portfolio insights, and streamlining operations into a cohesive system. Federato enables better business outcomes.
Key Responsibilities:
- Collaborate closely with Customer Success leadership to design, implement, and scale the post-sales customer lifecycle, covering onboarding, adoption, value realization, renewals, and expansions.
- Manage Customer Success systems and data infrastructure (primarily Salesforce), ensuring data integrity and actionable insights across various accounts, users, and personas.
- Define, measure, and communicate customer value through specific business outcomes, usage metrics, and health scoring.
- Create and maintain dashboards and reports to support retention efforts, expansion opportunities, and identify churn risks.
- Facilitate the tracking of user engagement and adoption metrics, pinpointing opportunities to enhance customer engagement and product retention.
- Collaborate with Sales, Product, and Finance teams to synchronize strategies for expansion, upselling, and renewals, ensuring smooth transitions and clear accountability.
- Identify areas for improvement in Customer Success processes, leading initiatives to enhance tools, workflows, and automation.
- Act as a strategic advisor to CS leaders, translating strategy into actionable plans through data, processes, and systems.
