Customer Success Operations Manager

Assured is on a mission to modernize insurance. Claims processing (i.e. should we pay this claim?), while often overlooked, is the foundation of the entire industry. It’s currently highly manual, involving phone calls, faxes, and gut instinct, costing tens of billions of dollars a year. We can do better. At Assured, we provide large insurers with the software solutions they need to win in a modern, technology-driven world. From self-service claim-filing software to backend fraud detection, we’re the engine that powers claims processing for some of the largest insurers in the world. The challenges we face are deep and diverse, from creating digital experiences that provide comfort and clarity to claimants at their most stressed and vulnerable to orchestrating large-scale ML-driven decision-making on billions of dollars of claims payments, life at Assured is dynamic, collaborative, and rewarding. We're looking for a Customer Success Operations Manager to lead our Client Engagement (CE) function into an AI-native operating environment. This is a builder's role for someone who sees operational friction as a problem to be solved with better systems, smarter tooling, and well-designed AI. You'll sit at the center of how our CE team works — reimagining processes from the ground up, embedding AI agents and automation into daily workflows, and raising the bar on both efficiency and quality across everything the team does. This role is ideal for a self-starter who thrives with ambiguity, moves fast, and knows how to turn a strategic vision into shipped outcomes by partnering across the organization. WHAT YOU'LL DO 🚀 Lead the AI-native transformation of Client Engagement. Set and drive the vision for a CE organization where AI is woven into the core of how work gets done — from client interactions to internal operations — and champion adoption across the team. ⚡ Proactively drive efficiency and quality. Continuously identify opportunities to streamline workflows, eliminate manual toil, and improve the quality of the team's output. You won't wait to be handed problems; you'll go find them and fix them. 🤖 Build AI agents and internal tools. Design, prototype, and deploy AI agents and internal tooling that connect across many different systems, giving the team leverage and freeing up time for higher-value work. 🗺️ Own the strategic roadmap. Develop and execute a quarterly strategic plan for CE Operations, translating high-level goals into concrete initiatives with clear owners, milestones, and measurable outcomes. 📚 Own the team's knowledge sources. Take ownership of knowledge assets such as the Client Engagement Knowledge Base, keeping them accurate and useful, and proactively suggest new layers of knowledge and documentation that would benefit the CE team. 🤝 Work cross-functionally to drive results. Partner across Client Engagement, Sales, Engineering Operations, Product Operations, and other teams to align on priorities, remove blockers, and deliver outcomes that no single team could achieve alone. 📊 Measure and iterate. Define the metrics that matter for CE operational health, track progress against them, and use data to continuously refine how the team operates. WHAT YOU'LL BRING 🎯 🧭 Proven experience in an operations, strategy, or program management role, ideally within a client-facing or go-to-market organization. 🛠️ Hands-on familiarity with building AI agents and internal tools that integrate across multiple systems and platforms. You're comfortable getting into the details of how automations and integrations actually work. 🏃 A self-starter who can independently develop a quarterly strategic plan and work across multiple stakeholders to drive it to completion. 🌐 Demonstrated success working cross-functionally across teams such as CE, Sales, Engineering Operations, and Product Operations — you know how to build trust, align competing priorities, and get things done through influence. 🔍 A proactive mindset: you spot inefficiencies and quality gaps before they become problems and take ownership of solving them. 📈 Strong analytical skills and comfort using data to inform decisions and measure impact. 💬 Excellent communication skills, with the ability to translate between technical and non-technical stakeholders. WHY THIS ROLE MATTERS Client Engagement is on the front line of our relationship with customers. By making this team AI-native, more efficient, and higher-quality, you'll directly shape the experience clients have with us and set the standard for how modern operations teams should run. If you want to build the future of a function rather than just maintain it, this is your role. Benefits: 🤑 Competitive Compensation: Competitive salary and equity packages for all employees 🏥 Healthcare Plan: Platinum medical, dental, and vision 🛡️ Free life insurance: Including long-term disability & short-term disability 🏄 Unlimited PTO: Uncapped vacation days & paid holidays 👶 Family Leave: Maternity & paternity 📈 401(k) Contribution: Assured contributes 3% of your income, even if you don't contribute 🏠 WFH Benefits: Lunch on us 2x/week, monthly phone stipend & other home office perks 👪 Health FSAs & HSAs: Pre-tax accounts for out-of-pocket medical expenses 🤝 Team events & Offsites: We're remote, but we regularly get together **We have been made aware of individuals falsely posing as recruiters from Assured Insurance Technologies Inc. Please note that we only contact candidates from official @assured.claims http://assured.claims email addresses and all interviews are conducted through verified company channels. If you are unsure whether a message is legitimate, please contact us directly at recruiting-ops@assured.claims before sharing any personal information** Our Commitment: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.