Client Success Manager - (People Analytics practitioner)

Role purpose

The Client Success Manager is responsible for building positive, effective and long-term relationships with organisations participating in Insight222’s People Analytics Program. The role manages the end-to-end client experience, acting as a client advocate to ensure each organisation receives maximum value from its membership.

Managing a portfolio of 30–50 clients, the role oversees engagement, technology onboarding, renewals and growth opportunities. It requires a strong People Analytics background to support informed conversations about clients’ challenges and projects, alongside excellent stakeholder management, commercial awareness and client service skills.

The role also supports technology adoption, encourages ongoing engagement and works closely with the People Analytics Program Portal team to ensure a seamless client experience and thriving community.

This position reports to the SVP & Managing Director Program & Research

Salary: £65,000-£75,000 depending on experience

Key responsibilities

Client Relationship Management: Serve as a point of contact to help clients navigate resources, answer questions, and connect them with the right Subject Matter Experts (SMEs) and/or other teams for specific support needs.

• Develop and maintain positive relationships with a large number of clients across in person and digital touch points.
• Consult with clients on current projects and challenges they are facing leveraging People Analytics knowledge and background to facilitate meaningful conversations.
• Help new clients through the initial setup and integration process to ensure successful onboarding.
• Provide basic training and guidance on all Insight222 product and services, particularly the People Analytics Program elements, and how to access and use all aspects of the offering.
• Respond to client enquiries and resolving basic issues with a focus on efficiently managing a high volume of client inquiries and requests using multiple touch points. Be prepared to also use in-person/email/virtual where needed.
• Implement strategies for personalised communication within a high-volume environment using templates, portal or HubSpot effectively.
• Client Commercial Management: Manage the commercial aspects of each client relationship ensuring client retention, renewal, and growth.
• Manage commercial aspects of each client relationship, ensuring the client receives value, complete contract renewals, and identify upsell opportunities.
• Maintain a clear view of client health, satisfaction, engagement, value and renewal risk across the portfolio.
• Address emerging concerns early and coordinate recovery plans for clients at risk of disengagement or non-renewal.
• Prepare for renewal conversations by demonstrating value delivered, progress made and opportunities for the next membership period.
• Identify appropriate opportunities for clients to gain additional value from Insight222’s products and services, and work with Commercial colleagues to progress renewals and growth opportunities.
• Maintain accurate account, activity and opportunity information in HubSpot and other agreed systems.

Proactive Client Outreach: Help cultivate an active, welcoming, and value-driven client community within the Portal by encouraging discussions, responding to client queries, and sparking conversations around relevant topics.

• Develop and implement strategies for proactive client engagement.
• Identify and distribute targeted content to address common client needs in conjunction with the product and/or marketing team.
• Work alongside colleagues to organise and promote virtual events and workshops for the community, including webinars, roundtable discussions, and more. Come up with ideas for other activities/events to drive engagement amongst clients.

Organisation and reporting: Track client portfolio metrics and engagement to measure success and identify areas for improvement. Provide regular reports to key stakeholders on client health and engagement trends.

• Assist in tracking client usage and engagement metrics.
• Contribute to reports on client satisfaction and progress.
• Implement effective time management strategies to handle a high volume of client interactions.
• Use portal features and tools to organise and prioritise tasks.

Feedback loops/ escalation management: Gather and analyse client feedback to understand their needs, challenges, and suggestions.

• Share insights with the product and marketing teams to inform product development, client support, and marketing strategies.
• Assist clients with troubleshooting common problems.
• Create clear pathways for escalating complex client issues, while efficiently handling the majority of issues themselves.
• Track flagged or escalated issues and ensure clients receive updates/resolution.
• Track and document support interactions.

Internal Collaboration: Work closely with sales, other client success managers, SMEs, marketing and product teams to ensure a seamless client experience

Skills needed:

People Analytics

• Experience working on a People Analytics team.
• Strong consultative and stakeholder management skills.

Strategic Business

• Ability to identify client challenges and opportunities, and develop long-term, goal-oriented solutions collaboratively with the client.
• Ability to identify opportunities for the client to gain more value from existing products and services.

Commercial Mindset

• Basic contract management skills including the use of CRM (Hubspot) to manage account details.
• Ability to identify additional opportunities for client expansion.

High-volume communication management

• Proven ability to manage a large volume of communications efficiently.
• Experience with prioritising and organising tasks in a fast-paced environment.

Time management and organisation

• Exceptional time management and organisational skills.
• Ability to prioritise tasks and meet deadlines in a high-volume environment.

About you

You are a credible and thoughtful People Analytics practitioner who enjoys helping others succeed. You combine client empathy with commercial awareness, bring structure to a busy portfolio and communicate with warmth, clarity and confidence. You are curious about clients’ work, comfortable coordinating senior stakeholders and motivated by turning relationships into sustained engagement, value and growth.

About Us

Insight222 is a specialist global professional services firm. Over the last nine years we have rapidly become one of the leading voices and authorities on the topic of people analytics and HR transformation. Our team members are widely recognized as some of the world’s most influential people in Human Resources, HR Technology, Employee Listening, and People Analytics.

We provide solutions to help HR leaders and their teams deliver business value - by helping them create a data-driven HR culture. We interact directly with Chief Human Resources Officers and their key staff in Analytics, Strategy, Employee Listening, Workforce Planning, L&D, Digital HR & HR Transformation.

Our clients are Fortune 500 and FTSE 100 companies based in North America and Europe. They represent some of the world’s leading brands. Collectively, our clients’ work impacts millions of employees across the world and delivers several hundred million dollars in value back to their organizations, through effective people analytics.

Working at Insight222 will allow you to help us continue to influence the future of HR through driving the adoption of a data-driven approach to HR.

Career & Development

Our business is growing, providing opportunities for individual growth and development for team members. We believe that it is critical for growth to happen in both expertise and personal development. We invest in our people to build expertise in line with what our clients are requesting.

You will work across all levels of the organisation including the CEO and Leadership Team, bringing opportunities to learn and develop from a wealth of experience.

You’ll have the opportunity to work in a fun and fast paced environment that offers autonomy, encourages innovation, and gives you the freedom to test and explore new ideas.

We offer continuous feedback in-the-moment in respectful ways – up, down and across the organisation.

We offer a generous vacation policy and several company holidays throughout the year.

We have a fully remote team in the US. We embrace a hybrid working environment at our headquarters in the UK, where employees work from home and in our central London.