Operations Lead

Background & Who We Are The insurance brokerage industry generates $400 billion a year, but wastes $130 billion on manual work like reading documents and data entry. Coverflow automates these workflows. Our AI platform integrates with client data to help brokerages work faster and get thousands of hours back.We process over $5 billion in premium flow and have grown revenue 15x since 2025. We are backed by AIX Ventures, Founder Collective, and Afore Capital.The Role We are hiring an Ops Lead to scale our Customer Success engine. In this role, you will do the frontline work of keeping customers happy and the backend work of building the systems that allow our CS team to scale. Your ultimate goal is simple: ensure our customers see so much value that they never even think about churning. You will manage your own book of business while refining our playbooks, tracking metrics, and automating processes.What You'll Actually DoOwn Retention & Happiness: Be the main point of contact for your agencies. Run regular check-ins, anticipate their needs, and do whatever it takes to drive value and prevent churn.Go Onsite: Travel to visit customers face-to-face. You will build deep relationships, run in-person reviews, and see exactly how they use our platform in their daily workflows.Build the Systems: Refine our playbooks for onboarding, renewals, and account reviews. Set up health-score metrics to spot churn risks early.Improve the Product: Act as the voice of the customer. You will field feedback from the front lines and work directly with the product team to build features that solve actual frustrations.Solve Problems: Jump on calls to fix issues, answer questions, and remove roadblocks before they escalate into complaints.Streamline Onboarding: Guide new customers through implementation and build the standard operating procedures (SOPs) to make future onboardings even faster.We're Looking For2 to 4 years of experience in B2B SaaS, ideally with a mix of Customer Success and Revenue/CS Operations.A systems thinker who hates doing the same manual task twice and knows how to build and leverage automation.A genuine desire to keep people happy and the communication skills to explain technical concepts simply.Willingness to travel occasionally to meet with customers in person.Strong organizational skills to handle multiple accounts while building backend infrastructure.A proactive approach to solving problems before a customer brings them up.Comfort using data to build health dashboards, while knowing when a face-to-face conversation matters more.Insurance experience helps, but you don't need it.Compensation & PerksBase: $80,000 – $105,000Generous equity packageHealth, dental, and vision insurance, plus a 401(k)Team lunches, snacks, transportation stipend, and off-sitesIn-person in San FranciscoNote: You must be authorized to work in the U.S. without sponsorship.