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

Your previous experience

• 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

• Up to £65,000 base DOE + 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