Customer Success Manager

About Insurance Insider

Insurance Insider is the leading provider of news, analysis and market intelligence for insurers, reinsurers, brokers, investors and service providers. Since 1996, we have helped the most important players in global insurance see around corners, spot opportunity and make smarter commercial decisions.

Position overview

This is a new position. The Customer Success Manager will help develop Insurance Insider's Customer Success function, making sure every client gets the maximum benefit from their subscription.

Working closely with the Account Management team, you will drive user growth and engagement across our client base — carriers, reinsurers, brokers, MGAs, investors, law firms and other market participants. You will help clients get more from Insurance Insider by bringing more of their people onto the platform and deepening how they use it.

You will also be a vital link between our clients and the business. By gathering and sharing client feedback, you will help shape content and product enhancements so we continue to offer best-in-class service.

This role includes managing 1–2 Customer Success Executives. It is an ideal next step for an experienced customer success professional who is ready to move into their first management role.

Location: London .
Compensation:  £75,000 OTE

Principal responsibilities

Developing the Customer Success function

- Help shape how the Customer Success team works, including its processes, workflows and day-to-day priorities.

- Work with Commercial Leadership to set engagement and usage targets and  track progress against them.

- Contribute ideas to improve the client experience as the function grows.

Team management

- Manage, coach and support 1–2 Customer Success Executives to hit their weekly, monthly and quarterly goals.

- Help them build their client skills and their knowledge of Insurance Insider's products and the insurance market.

- Lead by example, managing your own portfolio of clients alongside the team.

Client engagement and growth

- Work closely with Account Managers to make sure clients get maximum value from their subscription.

- Grow the number of users at each client and increase how often and how deeply they use our products.

- Run onboarding, training sessions and engagement campaigns for new and existing users.

- Spot clients at risk of low engagement early and act to turn it around ahead of renewal.

- Flag expansion opportunities to Account Management and Sales.

Client feedback and insight

- Gather regular feedback from clients on our content, products and service.

- Share clear, useful insight with Editorial, Research and Product teams to inform content and product enhancements.

- Act as the client's voice internally so we stay focused on offering best-in-class service.

Reporting and tools

- Track and report on user engagement and usage metrics.

- Keep Salesforce accurate and up to date, and make sure the team does the same.

Candidate profile

The ideal candidate is an experienced customer success professional who is ready to take the next step into management. They enjoy helping clients succeed and want to help others on their team do the same.

They are hands-on and happy to roll up their sleeves, moving easily between their own client work and supporting their team. They are curious about our clients' world and keen to build their knowledge of the insurance market so they can add real value in every conversation.

They are a natural collaborator who builds strong relationships with clients and colleagues alike, especially in Account Management. They care about the client experience, listen well and enjoy turning feedback into improvements.

They are organised, target-driven and comfortable in a fast-paced, growing business, and they take ownership of their results and their team's.

Skills and qualifications

Essential

- At least 3 years' experience in a customer success role.

- A track record of growing user numbers, engagement or adoption across a client base.

- Experience running client onboarding, training or engagement campaigns.

- Confidence gathering client feedback and turning it into clear, practical recommendations.

- A willingness and readiness to step up into a management role.

- Strong written and verbal communication skills.

- Proficiency with Salesforce or a comparable CRM.

Desirable

- Experience with subscription, data, research or market intelligence products.

- Knowledge of the insurance, reinsurance or broking market, or wider financial services.

- Some experience mentoring,  coaching or supervising colleagues.

Why Join Us?
Insurance Insider offers a dynamic working environment where contributions are valued and recognised. We provide competitive compensation, comprehensive benefits and opportunities for professional growth within a team focused on quality, insight and impact.