Forward Deployed Customer Success
Sales & Business Development, Customer Service
Remote
Reports to: Silvia, Head of Customer Success
About Braven
We build AI for the specialty insurance industry, one of the biggest markets in the world, still running on email and spreadsheets. We think that’s a once in a generation opportunity, and we’re building a billion dollar company on top of it.
The Role
Our clients are MGAs, reinsurers and brokers across LATAM, the US and the UK. They don't buy software, they buy time back. Your job is to make that happen. You'll own a group of clients from day one. You'll sit with their teams, understand how they actually work, and help them make Braven part of their daily routine. You'll show them, with real results, why it's worth it. You don't just pass feedback along: you prototype. If you need to write code to test an idea, you write it. You are the client's voice inside Braven, and you turn what you learn into better ways of working for the whole team. You travel to San Francisco, Mexico, Miami, Panama, Puerto Rico, London, and wherever else we need to go to build the best product in our category.
How We Work
We're hackers. We find ways to solve hard problems. We work with intensity, respect, honesty and kindness. And we don't build from a desk: we travel to San Francisco, Mexico, Miami, Panama, Puerto Rico, London, and wherever else we need to go to build the best product in our category. The work is demanding and the pace is fast. It's not for everyone, but if you want to build something big at a high growth startup, you'll love it here.
What you'll do
- Own your clients from the first meeting to renewal. If something isn't working for them, it's yours to solve.
- Lead onboarding: set up each client's account, train their team and get them to their first real win quickly.
- Spend time with your clients, on site when it matters, learn how they work day to day, and adapt Braven to their reality.
- Turn client ideas into quick prototypes using AI tools, so we can test them with the client before engineering builds them.
- Help teams through the change of working with AI: set clear expectations and build trust step by step.
- Agree on what success looks like with each client from the start, and show them the results along the way.
- Bring client feedback to our product team clearly, defend what clients need, and follow up until it's solved.
- Keep an eye on how each client is doing, and act early when something looks off.
- Run regular check-ins and business reviews, and keep the right people involved.
- Write down what you learn so the next client has an even better experience.
What we're looking for
- 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 someone else to pick them up.
- Customer obsession: you listen first, ask good questions and truly understand how your clients work.
- Bias for action: you move fast, make decisions and adjust along the way.
- Thoughtful disagreement: you can push back with respect and good arguments, and fully commit once a decision is made.
- Endless curiosity: you want to understand how things work, from our product to our clients' business.
- You 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 an idea.
- Thrives in change: priorities shift, the product evolves every week and clients change their minds. You stay calm, adapt fast and help your clients and team move through it with you.
- Comfortable explaining technology in simple words.
- Able to manage many relationships at once, from daily users to executives.
- You like working with data to understand how clients are doing.
- 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. We'll teach you the rest.
