Senior Customer Success Manager

Customer Success Manager Insurance underwriting runs on human judgment, manual workflows, and knowledge locked in someone's head. It breaks when that person leaves and doesn't scale when the book doubles. Sixfold is building AI agents that understand risk the way a 20-year veteran underwriter does. Not summaries or flags, but systems that make real decisions on billions in premium for some of the world's largest carriers. AI is the product and the workflow. The Customer Success Manager is the person carriers trust to make sure it all delivers. If you live and breathe AI tools, understand how models work under the hood, and can translate that into business outcomes for a room full of skeptical underwriters, this role was written for you. Who We Are 🏔 Product: Sixfold is the AI brain for underwriting. Our platform handles submissions at scale, assessing risk against appetite, surfacing cited insights, and deploying AI agents to handle research, referrals, and triage so underwriters can focus on building profitable portfolios. 💪 Team: A focused team of insurance operators, AI researchers, and engineers who love hard problems. We're pushing the boundaries of AI adoption across every function, from how we build, to how we sell and to how we support customers. We ship fast and stay close. 📈 Traction: Processing billions in premium for some of the world's largest carriers. We know AI. We know underwriting. We're building what comes next. About the Role In this role, you will: Lead a portfolio of customer onboardings and expansion opportunities by identifying business objectives, technical dependencies, potential risks, and critical milestones to ensure customers realize value quickly and effectively Become deeply knowledgeable in the Sixfold platform and best practices to guide customers through onboarding, drive long-term adoption, and serve as a strategic trusted advisor throughout the customer lifecycle Lead executive and stakeholder business reviews to share strategic insights, track KPIs and success metrics, align on priorities, and identify opportunities for deeper adoption and expansion Proactively monitor customer health, adoption, and usage metrics to identify risks, surface opportunities, and resolve issues before they impact customer success Partner closely with Sales, Product, and Engineering to ensure a seamless customer experience across onboarding, adoption, retention, and expansion initiatives Act as the voice of the customer internally by synthesizing feedback, identifying recurring themes, and advocating for product enhancements that align with customer needs and market trends Provide feedback to continuously improve our processes What Success Looks Like Within 90 days you will have: 30 days: Shadowed CSMs on live customer engagements, got hands-on with the platform, and learned our onboarding process end to end. You understand how the product works, how underwriters use it, and where the pain points are. 60 days: Taken on your own accounts. You're leading customer conversations, driving ongoing engagements, and building the relationships that make retention stick. 90 days: Full ownership of your book. You're leading net-new onboarding projects independently, executing on account strategy plans, and starting to identify expansion opportunities. About You You have an AI-native approach to work : You thoughtfully use AI tools to improve productivity, synthesize information, identify patterns, and deliver a higher quality customer experience. You have 5+ years of experience in a Customer Success, Account Management, Implementation Management or similar customer-focused role with Enterprise customers You are highly customer-centric and relationship-driven: You thrive on building trusted partnerships with customers and engaging with them regularly to maximize the value they realize from the product. You proactively identify friction points, anticipate customer needs, and drive a high-quality experience across every stage of the customer journey. You are a thoughtful, proactive problem-solver. You enjoy tackling complex challenges alongside customers and are highly detail-oriented in spotting risks, operational gaps, and opportunities before they escalate. You bring strong judgment, curiosity, and ownership to ambiguous situations -- and you can manage multiple customer initiatives at once without dropping the ball. You communicate with empathy and clarity. You actively listen, build trust with stakeholders at multiple levels, and translate customer needs into actionable insights that drive alignment and outcomes. Your written and verbal communication is sharp. Compensation Expected full-time salary range between $125,000 to $195,000 + equity + benefits. Advertised and actual salary ranges may differ by geographic area, work experience, education, and/or skill level. Comprehensive benefits, 401(k) with employer match, parental leave, unlimited PTO, and your birthday off! This position does not include visa sponsorship Moments We're Proud Of Sixfold Named One of the 100 Most Promising AI Companies in the World Backed by Salesforce Ventures — Here's How It Started Sixfold Hit 100 Billion Tokens — Here's What That Actually Means How Zurich Went From Pilot to Companywide Rollout in Under a Year Watch Our CEO Explain Sixfold's "Holy Grail" Metric Sixfold fosters an environment that welcomes professionals with a diversity of backgrounds and ideas. We value passionate professionals who bring creativity, determination, and a commitment to our mission. At Sixfold, every team member plays a crucial role, with opportunities to make meaningful and visible contributions to our success. We believe in empowering our employees through continuous growth, learning, and a proactive problem-solving approach. Our comprehensive compensation package includes competitive salaries, equity opportunities, and robust benefits, all within a supportive and inclusive workplace culture. If you're driven to make a significant impact alongside exceptional colleagues, we want to hear from you. We are committed to accessibility and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans throughout our recruitment process. If you have any difficulty using our online system and you need accommodation due to a disability, please reach out to us directly at (646) 847-8824. Sixfold does not accept unsolicited agency resumes and is not responsible for any fees related to unsolicited resumes.