Customer Success Manager

About the Role We’re hiring our first Customer Success Manager at FurtherAI. As our Customer Success Manager, you’ll onboard and support customers, help them succeed with our AI Teammates, and grow accounts over time. You’ll work closely with founders and engineers to turn feedback into product improvements and build scalable processes from the ground up. Why Join FurtherAI?

• High Impact: Be the voice of the customer across product and GTM teams.
• Real Ownership: Build playbooks, improve onboarding, and lead retention strategy.
• Mission-Driven: Help reinvent commercial insurance with reliable, intelligent AI workflows.
• Early Team: Join a tight-knit, high-performing group shaping how work gets done in insurance.

Responsibilities

• Own customer onboarding, training, and early success milestones.
• Manage a portfolio of accounts, driving satisfaction, retention, and upsell opportunities.
• Run QBRs and regular check-ins to surface needs and preempt churn risks.
• Translate customer feedback into product and model improvements.
• Collaborate with engineering and founders to escalate and resolve technical issues.
• Create and iterate on internal CS processes, playbooks, and reporting systems.
• Contribute to documentation, FAQs, and knowledge base to support scale.

You Might Be a Fit If You

• 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 things from scratch.
• Have experience working closely with product or technical teams.
• (Bonus) Have worked in regulated industries like insurance, finance, or healthcare.