Founding Customer Happiness Manager

About Vega The $250B insurance claims industry runs on fax machines, phone tag, and adjusters buried in paperwork. Cycle times stretch for months. Data is locked in legacy systems. And the workforce is aging out faster than it's being replaced. Vega is the premier AI-native claims TPA built to replace that entire stack. Our team is equal parts experienced insurance operators and modern technologists. We care deeply about delivering superior outcomes for our clients, and we want builders that get their hands dirty shipping solutions that move the needle. Our results: 10x YoY revenue growth, and on track for $XXM run-rate in under 2 years. Backed by marquee VCs like General Catalyst, Lightspeed and Valor. The Role We're hiring our first Customer Success Manager to be the go-to person for our clients once their programs are live. Our clients are MGAs, carriers and self-insured entities who hand us their claims programs. Once a program is running, the client experience comes down to two things: how the program performs (cycle times, loss outcomes, reporting) and how easy we are to work with. You'll own the client relationship. When a client has a question, needs a report, or runs into a problem, you're the person they call, and you make sure it gets handled quickly and well. Your goal is simple: every client is confident in their program, sees the results they expected, and wants to keep working with us. This is a founding role. You'll support a portfolio of clients day to day while building the playbooks, metrics, and rhythms that let customer success scale as we add programs and lines of business. We believe there’s real value in being together as a team. We come into the office 4 days per week, creating space to collaborate, move quickly, and build strong relationships with the people we work alongside. What You'll Do Own Program Launch: Run onboarding for every new client, from deal handoff through go-live. Coordinate claims, product, engineering, and finance on data migration, open claim takeovers, FNOL setup, reporting, and integrations so launches hit their dates. Be the Primary Post-Sale Partner: Serve as the main point of contact for program managers, claims leaders, and carrier partners across your portfolio. Build trust by being responsive, informed, and straight with clients. Watch Account Health: Track the metrics that matter to each client (e.g. cycle times, closure rates, loss severity, reserving accuracy, etc.). Spot issues early and drive the internal fix before the client has to ask. Run the Operating Rhythm: Lead business reviews, reporting cadences, and carrier or audit requests. Turn claims data into clear stories about the value Vega delivers. Drive Retention and Growth: Own renewals and find room to expand: new programs, new lines of business, and added services. Partner with the sales team on handoffs and expansion deals. Close the Feedback Loop: Bring client needs back to Product, Engineering, and Claims Ops. What you hear should shape the roadmap and how we operate. Build the Function: Create the onboarding, health scoring, and escalation playbooks the team will run on as it grows. Who You Are 3-7 years in customer success, client services, or a similar client-facing role , ideally at a fast-growing insurance-related or B2B SaaS company. You've seen what good looks like. You've worked on a strong customer success team, and you bring a clear picture of what great client service looks like from the inside. You're on the rise. You've grown quickly in your career and you're ready for a role with more ownership. You're the person people rely on. You're highly responsive, organized, and follow through on everything. Clients trust you because you always come back with an answer. You get into the weeds. Claims experience isn't required. What matters is that you're eager to learn how claims work end to end, from reserves and loss runs to adjuster workflows, and you dig in until you know it cold. You've supported a portfolio of clients. You've owned several client relationships at once and kept them healthy, engaged, and coming back. You use data. You're comfortable pulling metrics, spotting trends, and using them to drive a conversation with a client or an internal team. Client presence. You can calm a frustrated claims leader and hold your own with a carrier executive. Builder mentality. You've improved or created processes and playbooks, not just following them, and you're energized by ambiguity and ownership. Technical curiosity. You don't need to code, but you're excited to work closely with engineers and use AI tools to do more with less. Benefits Competitive Salary Equity - giving you direct stake in the future of an AI-native industry leader. Top-tier medical, dental, and vision insurance. 401k with company match. Flexible PTO and a work from home stipend. A fast-paced, high-talent density team that values transparency and shipping fast. Vega is committed to building a diverse and inclusive workforce. If you’re interested in this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We'd like to consider you for this position and roles that may be a fit in the future. Vega is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Vega considers all qualified applicants in accordance with the New York Fair Chance Ordinance. #J-18808-Ljbffr Vega