Customer Success Manager - InsurTech SaaS
About the company
Fast-growing SaaS technology firm delivering risk, intelligence, and analytics solutions to clients across the insurance and financial services sectors
Headquartered in London with a mission to help businesses make smarter, data-driven decisions through real-time insight and automation
Known for combining deep sector expertise with innovative software to drive compliance, efficiency, and growth for global clients
Currently scaling its Customer Success function to enhance customer outcomes and long-term value
About the role
Manage and nurture a portfolio of key customer relationships, ensuring they achieve maximum value from the platform
Act as a trusted advisor, helping clients realise measurable outcomes and embed the product into their core workflows
Drive renewals, retention, and upsell opportunities through proactive engagement and insight-led conversations
Collaborate cross-functionally with product, sales, and delivery teams to ensure timely and successful implementation of solutions
Provide tailored training and support, ensuring adoption, satisfaction, and advocacy across the customer base
Track and report on customer health, satisfaction, and revenue metrics, ensuring transparency and accountability
Play a pivotal role in refining customer success processes as the business scales
About you
2+ years’ experience in a Customer Success role within a fast-paced SaaS environment
Proven ability to manage complex client relationships in the insurance space and deliver strong retention and growth outcomes
Commercially minded, with experience identifying upsell opportunities and driving Net Revenue Retention (NRR)
Strong problem-solving skills with the ability to understand customer challenges and translate them into actionable solutions
Experienced with Customer Success platforms (e.g. ChurnZero, Gainsight) and CRMs (e.g. Salesforce, HubSpot)
Logical, organised, and passionate about helping customers succeed through technology
Package
£60,000 base + 20% bonus
HYBRID - 2 days p/w in Central London
25 days’ annual leave plus bank holidays
Private healthcare and pension scheme
Opportunity to join a rapidly growing SaaS business with strong progression potential