Customer Success Manager

About Cara

Cara is a specialized AI platform designed specifically for the insurance sector. This modular system supports agencies, brokerages, and wholesalers by automating customer service, accelerating sales processes, and enabling scalable operations through a continuous, 24/7 digital workforce. Cara is rapidly growing within the insurance AI space, gaining traction with a diverse range of customers. Its team features domain experts from prominent companies such as Stripe, Blend, Strategy&, and Travelers, backed by leading venture capitalists, aiming to expand both product offerings and team size in response to increasing market needs.

Role Overview

As a Customer Success Manager at Cara, you will guide agencies and brokerages in effectively adopting and expanding their utilization of Cara's platform post-sale. Your responsibilities will span the entire customer lifecycle, from onboarding through renewal, collaborating directly with clients to generate significant improvements in service delivery, sales efficiency, and operational workflows.

Key Responsibilities

• Lead onboarding and implementation projects to ensure Cara integrates smoothly with client workflows.
• Conduct training sessions for producers, account managers, and service teams to embed Cara into their routine operations and enhance platform value.
• Act as the main contact for post-sale customer interactions, fostering strong relationships with both executive stakeholders and everyday users.
• Oversee customer support and manage service-level agreements by handling inbound support requests, triaging issues, processing feature suggestions, and ensuring timely resolutions in partnership with engineering teams.
• Monitor usage data and customer feedback to maintain strong customer health, promote renewals, and identify opportunities for further product adoption.
• Serve as a liaison between customers and the product/engineering teams, communicating insights to guide product roadmap decisions and improve overall user experience.

Required Qualifications

• Minimum of two years experience in Customer Success, Solutions Consulting, or related client-facing roles within AI, SaaS, or fintech industries.
• Demonstrated capability to nurture client relationships and promote product adoption in fast-paced, high-growth settings.
• Competence in translating sophisticated technologies into actionable business and operational benefits.
• Exceptional communication and interpersonal skills for engaging with both senior executives and operational personnel.
• Strong organizational abilities with the capacity to manage multiple client accounts concurrently.
• A proactive, entrepreneurial approach to work, excelling in environments characterized by rapid change and ownership responsibility.
• Preferred: Experience with insurance agencies, brokerages, financial service providers, AI, automation technologies, or niche SaaS platforms.