Customer Success

Cara is a domain-specific AI platform for the insurance industry, enabling agencies, brokerages, and wholesalers to automate servicing, accelerate sales, and scale operations. The Customer Success Manager will own the post-sale customer journey from onboarding through renewal, ensuring customers adopt and expand their use of the platform to drive measurable operational impact.

• Lead customer onboarding and implementation, ensuring Cara is integrated smoothly into client workflows.
• Train producers, account managers, and servicing teams to embed Cara into daily processes and maximize value.
• Act as the primary post-sale contact, building relationships with executive stakeholders and frontline users.
• Manage inbound support requests: triage tickets, handle inquiries and feature requests, and ensure resolution within SLAs; partner with engineering to prioritize fixes.
• Monitor usage and adoption metrics to manage customer health, drive renewals, and identify expansion opportunities.
• Relay customer insights to product and engineering to influence roadmap priorities and improve the customer experience.

• 2+ years of experience in Customer Success, Solutions Consulting, or a similar client-facing role within AI, SaaS, or fintech.

• Demonstrated ability to manage customer relationships and drive product adoption in a high-growth environment.

• Ability to translate complex technology into clear operational and business value.

• Excellent communication and relationship-building skills with both executives and operational teams.

• Strong organizational skills and ability to manage multiple accounts simultaneously.

• Entrepreneurial mindset and comfort working in a fast-paced, ambiguous environment with high ownership.

• Bonus: experience with insurance agencies, brokerages, or financial services; experience with AI, automation, or vertical SaaS products.

Not specified.