Customer Success & Operations Associate

Customer Success & Operations Associate

Full-Time · San Francisco · Adapt

👋 Who We Are

Adapt API is a venture-backed startup building the agentic operations layer for Property & Casualty (P&C) insurance.

Today, walking into an insurance agency is like stepping into a time machine. Filing cabinets, fax machines, piles of incoming and outgoing mail. What you don't see is that even for the parts that have been “digitized”, needless manual work abounds. Few systems communicate directly, leading to endless copy-pasting from emails to various proprietary web portals/desktop apps and back again.

Carrier by carrier, process by process, Adapt is bringing each of those manual and error-prone workflows into our comprehensive agentic workflow layer.

The implementation details are subject to change, but this is our north star, and the future we envision isn't possible without it.

💥 Why This Role Matters

This is an early-stage hire on our Customer Success team at a fast-growing post-PMF startup. You'll work directly alongside experienced teammates who will mentor you on what great customer success looks like in B2B SaaS.

You’ll have real ownership, ensuring a great support experience for customers and owning essential operations workflows. As you grow into the role, you'll help us build the proactive side of CS: customer health monitoring, a real self-serve knowledge base, smarter support automation, and the kind of thoughtful customer experience that turns customers into advocates.

If you're early in your career, hungry to learn, and want real ownership instead of a year of shadowing — this is the role.

🚀 Why You Should Join Adapt

• Learn From Day One: You'll get hands-on exposure to onboarding, retention, support, and customer strategy — the full CS stack, not just one slice of it.

• Grow Into More: There’s plenty of opportunity to take initiative and carve out your own area of ownership. Identify and solve interesting problems from day one, and help shape how CS scales at Adapt.

• Work Cross-Functionally: You’ll interface across teams with our engineering, sales, and marketing departments to ensure efficient operations processes.

• Real Product, Real Pain: Adapt solves a problem agencies feel every single day. ROI is tangible, and customers who are successful become genuine advocates.

• A+ Team & Backers: Backed by top investors, ex-Plaid execs, and industry insiders. The founding team is full of multiple-time builders, insurance experts, and A+ talent. We're looking for more of the same.

• Momentum: Post-PMF. Revenue-generating. Growing lightning fast. You're joining at a moment where your work compounds.

🎯 What You'll Do

Support the Customer Success Motion

• Learn how to run onboarding and check-in meetings for SMB customers, with support and guidance from senior teammates.

• Become a product expert, assisting with account customization and questions about product capabilities.

Help With Support and Investigations

• Be a first responder for customer inquiries, triaging issues as they come in and performing front line investigations and troubleshooting.

• Work alongside our agent-driven investigations: review the agent's findings, communicate clearly with the customer, and loop in engineering when something needs a deeper look. Follow through to full resolution of any customer issues.

Build and Maintain Internal CS Operations

• Help us spot customers who might be struggling before they ask for help. Learn to read the signals — login health, usage patterns, support ticket volume — and reach out early.

• Watch carrier and login health data for patterns to assist customers proactively.

• Help design and improve support automations and auto-response workflows in Pylon. If you have ideas for how AI tools can make the customer experience better, we want to hear them.

• Identify and collect customer case studies, and manage our referrals database.

• Keep our internal tracking of customer issues clean and organized, and maintain customer records across HubSpot, Pylon, and Linear.

🧠 What Makes You a Great Fit

• 1–2 years of work experience in any customer-facing, operations, or support role. Internships count.

• Thrive in fast-paced, dynamic environments and comfortable with ambiguity. Happy to wear multiple hats and do whatever it takes to get the job done.

• You're a strong written and verbal communicator.

• Curious and willing to dig in. You're not afraid of a complex product. When you don't know something, you look it up, ask, and figure it out.

• Organized. You can keep track of a lot of moving pieces without dropping things.

• Proactive. You notice when something is off and you raise your hand instead of waiting to be told.

• Hungry to learn and grow. You want to be great at this, and you're excited to be mentored, get feedback, and level up fast.

💫 Bonus Points

• Any prior exposure to customer success, customer support, or account management — internship, part-time, or full-time.

• Startup experience or scrappy side projects — anything that shows you can figure things out without a manager telling you what to do.

• Interest in or experience with AI tools — we want fresh eyes on what to automate and how.

• Experience with tools like Pylon, Linear, HubSpot, Intercom, Zendesk, or similar.

🧩 What Success Looks Like

• In 30 days: You know the product well, you've shadowed customer calls and support threads, and you're owning simple support tickets and calls independently.

• In 90 days: You have a high level of familiarity with our internal tooling and dashboards, can troubleshoot most inquiries independently, and know when to escalate. You're contributing to the proactive side of CS — spotting at-risk customers, suggesting automation ideas, helping build out the knowledge base. You're also comfortable with running simple onboardings and check-ins for SMB customers.

• Long-term: You've grown into a core part of the CS team, with the skills, judgment, and customer relationships to take on bigger accounts and bigger problems. You’re giving input on process improvements and carving out your own area of ownership and responsibility.

If you're early in your career and want to learn customer success the right way — with real ownership, real mentorship, and a real product — we'd love to hear from you.