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Braven builds AI software for the specialty insurance industry, serving MGAs, reinsurers, and brokers across LATAM, the US, and the UK. This is a forward-deployed customer success role reporting to the Head of Customer Success.
You will own a portfolio of clients from initial engagement through renewal. Your core responsibilities include:
• Own the full client lifecycle: lead onboarding, set up accounts, train teams, and drive clients to their first measurable win quickly.
• Spend significant time on-site with clients to deeply understand their workflows and adapt Braven's product to their reality.
• Prototype solutions using AI tools (Claude, Cursor, Lovable) to test client ideas before engineering builds them—you'll write code to validate concepts.
• Guide clients through AI adoption: set clear expectations, build trust incrementally, and help teams embrace new ways of working.
• Define success metrics with each client upfront and demonstrate results consistently through regular check-ins and business reviews.
• Translate client feedback into clear product requirements, advocate for client needs internally, and follow up until issues are resolved.
• Monitor client health proactively and intervene early when signals suggest problems.
• Document learnings to improve the onboarding experience for future clients.
You will travel regularly to San Francisco, Mexico, Miami, Panama, Puerto Rico, London, and other locations as needed to build the best product in the category. The company operates with intensity, respect, honesty, and kindness—this is a fast-paced, demanding environment suited for people who want to build something significant at a high-growth startup.
REQUIREMENTS:
• Proven experience in Customer Success, onboarding, or account management at a B2B software company.
• Extreme ownership: you take problems end-to-end and don't wait for others to pick them up.
• Customer obsession: you listen first, ask good questions, and truly understand how clients work.
• Bias for action: you move fast, make decisions, and adjust along the way.
• Thoughtful disagreement: you can push back respectfully with good arguments and fully commit once a decision is made.
• Endless curiosity: you want to understand how things work, from the product to clients' businesses.
• Ability to build with AI: you use tools like Claude, Cursor, or Lovable to create prototypes, automations, or small apps. You don't need to be an engineer, but you're not afraid to write code to test ideas.
• Thrives in change: you stay calm when priorities shift, the product evolves weekly, and clients change their minds.
• Comfortable explaining technology in simple terms.
• Able to manage many relationships simultaneously, from daily users to executives.
• Comfortable working with data to understand client health and outcomes.
• Fluent in Spanish and English, written and spoken.
• Willing to travel regularly across LATAM, the US, and the UK.
NICE TO HAVE:
• Experience in insurance, reinsurance, or financial services.
