Customer Operations Manager

At Sixfold, we’re building the AI platform that transforms how insurers evaluate and price risk. Not just another tool that generates summaries or flags issues—we're creating AI agents that actually understand risk the way veteran underwriters do. Our platform is processing billions in premium for some of the world’s largest carriers, and we're just getting started.

The technical challenges are wild. We're teaching AI to understand that a bakery in Florida faces different risks than one in Montana. To know when a manufacturing company's pivot from toys to medical devices fundamentally changes their risk profile. To make million-dollar decisions with the same intuition as someone who's been underwriting for 20 years.

What makes Sixfold special isn't just the technology—it's that we're building it with people who deeply understand insurance. Our team includes folks who've built and scaled carriers, researchers who've pushed the boundaries of AI, and engineers who just love solving seemingly impossible problems.

We're still early, but the impact is already real. If you want to build AI that matters—that affects real businesses, real people, and billions in economic activity—Sixfold is where you should be. We're not just digitizing insurance. We're reimagining what it can be.

As Customer Operations Manager
, you’ll be an early member of Sixfold’s Customer team, helping define and execute on our customer engagement strategy. This is a high-impact, cross-functional role where you’ll drive operational excellence in the Customer organization. Your technical expertise and leadership will ensure that Sixfold delivers exceptional value at every step of the customer journey.

You’ll work closely with Customer Success, Sales, Product, Operations, and Technology teams to design and implement scalable processes, drive performance metrics, and build out our infrastructure to deliver repeatable AI-driven underwriting outcomes at scale.

• CS Metrics, Health, and Reporting: define and maintain core Customer Success KPIs (health score, adoption, time-to-value, renewal risk, expansion signals) in partnership with the Customer Success and Operations Engineering teams.
• Process Design & Scale: Design and continuously improve CS workflows through playbooks and standard operating procedures. Identify bottlenecks and proactively address them to manage impact to customers. Ensure clean handoffs from Sales → Onboarding → CSM → Support.
• Tooling & Systems Ownership: Own the CS tech stack (CRM, CS platform, support tooling, internal analytics) and translate CS requirements into system configuration and automation. Partner closely with GTM, Operations Engineering, and Product on data integrity and tooling evolution.

• Customer-focused: You thrive on building relationships with customers, understanding their needs, and helping them maximize the value of Sixfold.
• Strategic problem-solver: You enjoy tackling complex challenges, identifying root causes, and crafting solutions that drive success for customers and the business.
• Empathetic communicator: You excel at active listening and delivering clear, timely, and compassionate communication to customers and teammates alike.
• Data-driven thinker: You are skilled at interpreting data to make informed decisions and refine processes.

• 4-6 years of experience in Customer Success, Operations, or a related role. Experience in Insurance underwriting/underwriting operations is also a differentiator for this role.
• Proven track record of working with Insurance companies in a technology-focused environment.
• Familiarity with industry-specific use cases for generative AI, and a passion for exploring its potential.
• Knowledge of the overall insurance industry and key players in the ecosystem, with experience directly with underwriting processes highly preferred.
• Exceptional written and verbal communication skills.
• A proactive, growth-oriented mindset with the ability to thrive in a fast-paced startup environment.

• Expected full-time salary range between $130,000 to $195,000 + equity + benefits.
• Advertised and actual salary ranges may differ by geographic…