Customer Success Manager

My client is a leading technology company in the insurance sector, focusing on the transformation of specialty insurance through data, AI, and intelligent automation. The organisation is searching for a Customer Success Manager to enhance customer engagement and unlock substantial business value through their innovative platform.

The Role & Impact

As a Customer Success Manager, you will manage a portfolio of 15-20 accounts, guiding customers from onboarding through to renewal and expansion. You will be instrumental in defining success plans, tracking performance against KPIs, and ensuring high customer satisfaction. Your role will include running tailored workshops, facilitating strategic engagements, and collaborating with cross-functional teams to deliver excellence.

Key Responsibilities:

• Manage the customer journey from onboarding to renewal.
• Drive value realisation with strategic KPIs and success plans.
• Facilitate workshops to identify challenges and best practices.
• Collaborate with internal teams to ensure delivery excellence.
• Integrate solutions into customers' workflows, promoting adoption.
• Proactively engage to identify risks and growth opportunities.

Skills & Experience:

• A strong background in Customer Success or related roles, with SaaS preferred.
• Knowledge of the insurance sector - ideally specialty or marine insurance lines.
• Strong commercial acumen having managed the full renewal process.
• Experience leading strategic workshops and business reviews.
• Familiarity with Customer Success platforms (e.g., HubSpot).

Why Join?

You'll be part of a dynamic team dedicated to driving operational efficiency and strengthening underwriting decisions for mid-market insurance clients. The company offers a collaborative and innovative work environment, with 3 days a week in the London office. Joining this rapidly growing industry means working with cutting-edge technology in a supportive culture that values diversity, equity, and inclusion.

If this sounds interesting, please get in touch.