Manager Client Success Manager

Who you are

• Are you passionate about helping insurance organisations transform the way they work? Do you combine deep London Market expertise with a talent for building trusted customer relationships and delivering measurable business outcomes?
• Several years experience in Customer Success, Consulting, Professional Services, Account Management, or a related customer-facing role
• Strong knowledge of London Market insurance operations and workflows
• Experience working with brokers, carriers, MGAs, or delegated authority businesses
• Proven ability to manage senior stakeholder relationships and influence executive audiences
• Experience working with enterprise software, SaaS, workflow, or digital transformation solutions
• Excellent communication, presentation, and relationship-building skills
• Experience with ServiceNow, workflow automation platforms, or AI-enabled business applications
• Understanding of digital transformation and operational change programmes
• Background in insurance technology or insurance software solutions

What the job involves

• We are looking for a Customer Success Manager to join our growing Smart Apps team in the UK. In this highly visible role, you will act as a strategic advisor to some of the leading brokers, carriers, MGAs, and delegated authority businesses in the London Market, helping them maximise the value of innovative digital, workflow, and AI-enabled solutions
• This is an exciting opportunity to influence customer strategy, drive transformation, and play an active role in shaping the future of insurance operations
• Develop trusted relationships with business, operational, and technology stakeholders
• Act as the primary advocate for customers within the Smart Apps organisation
• Facilitate executive governance meetings, strategic reviews, and success planning sessions
• Partner with customers to align solutions with their long-term business objectives
• Create and execute customer success plans aligned to measurable business outcomes
• Promote adoption of Smart Apps capabilities, workflows, and AI-driven innovations
• Monitor KPIs and success metrics to ensure customers achieve maximum value
• Communicate business impact and return on investment to executive stakeholders
• Advise customers on best practices across the insurance lifecycle, including:
• Submissions and placement
• Policy administration and servicing
• Claims management
• Bordereaux processing
• Delegated authority operations
• Support customers through business process transformation and modernisation initiatives
• Ensure solutions align with regulatory and operational expectations across the London Market
• Collaborate with Product, Delivery, and Implementation teams throughout onboarding and deployment
• Manage customer escalations and drive resolution of complex issues
• Identify opportunities to optimise usage, expand adoption, and unlock additional value
• Champion continuous improvement and customer satisfaction
• Gather and communicate customer feedback to Product and Engineering teams
• Share industry insights and emerging market trends
• Help shape future roadmap priorities and innovations across the Smart Apps portfolio
• What Success Looks Like
• High levels of customer adoption and engagement
• Measurable business outcomes and value realisation
• Strong customer retention and growth
• Positive executive stakeholder feedback and advocacy
• Successful implementations with accelerated time-to-value
• Meaningful contributions to product innovation and market strategy