Agent Engagement Manager

About the Role

We're looking for our first Customer Success Manager  this role, you'll onboard and support customers, ensuring they succeed with our AI Teammates and helping to grow accounts over time. You’ll collaborate closely with our founders and engineers to turn customer feedback into product improvements and to establish scalable processes from the ground up.

• High Impact: Act as the voice of the customer across product and go-to-market teams.
• Real Ownership: Build playbooks, enhance onboarding, and lead our retention strategy.
• Mission-Driven: Help reinvent commercial insurance with reliable, intelligent AI workflows.
• Early Team: Be part of a tight-knit, high-performing group shaping the future of insurance work.

• Own customer onboarding, training, and early success milestones.
• Manage a portfolio of accounts, driving satisfaction, retention, and upsell opportunities.
• Conduct QBRs and regular check-ins to identify needs and proactively address churn risks.
• Translate customer feedback into enhancements for our products and models.
• Work with engineering and founders to expedite and resolve technical issues.
• Develop and refine internal CS processes, playbooks, and reporting systems.
• Contribute to documentation, FAQs, and knowledge base to support scaling efforts.

• Have 4+ years in Customer Success or Account Management, ideally in B2B SaaS with $50–100K ACV customers.
• Have led customer onboarding and expansion efforts and are comfortable owning renewal/upsell targets.
• Are process-driven, customer-obsessed, and execute with discipline.
• Thrive in ambiguity and love building from the ground up.
• Have experience working closely with product or technical teams.
• Bonus:
  Have worked in regulated industries such as insurance, finance, or healthcare.