Customer Success Manager
About the role
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, Implementa