Customer Success Manager

About the role

As a Customer Success Manager at Cara, you will guide insurance agencies and brokerages through onboarding, adoption, and renewal of the Cara AI platform. You will work closely with clients to embed AI‑driven workflows that improve servicing, sales, and operational efficiency.

Key responsibilities

• Lead successful rollouts of the Cara platform, ensuring seamless integration into client workflows.
• Train producers, account managers, and servicing teams to embed Cara into daily operations and maximize value.
• Serve as the primary post‑sale point of contact, building strong relationships with executive stakeholders and frontline users.
• Manage inbound support requests, triage tickets, handle inquiries and feature requests, and ensure timely resolution according to SLAs.
• Monitor usage and adoption metrics, proactively manage customer health, drive renewals, and identify expansion opportunities.
• Partner with product and engineering teams to relay customer insights, influence roadmap priorities, and improve the overall experience.

Required profile

• 2+ years of experience in Customer Success, Solutions Consulting, or a similar client‑facing AI, SaaS, or fintech role.
• Proven ability to manage customer relationships and drive adoption in a high‑growth environment.
• Strong ability to translate complex technology into clear operational and business value.
• Excellent communication and relationship‑building skills across both executives and operational teams.
• Highly organized, able to manage multiple accounts simultaneously, and thrive in an ambiguous, fast‑paced setting.
• Bonus: Experience with insurance agencies, brokerages, or financial services; familiarity with AI, automation, or vertical SaaS products.