Customer Success Manager
Drives adoption, measurable value, renewals, and expansion for complex enterprise insurer accounts. The role requires experience in enterprise SaaS customer success, strategic customer engagements, structured feedback, and cross-functional collaboration.
About the job
Responsibilities
- Drive measurable customer value and adoption by guiding accounts toward strategic outcomes and maximising use of core product capabilities.
- Maintain and grow account health through proactive renewal management, early risk identification, and expansion opportunity identification.
- Deliver customer engagements including QBRs, workshops, and value assessments.
- Capture and structure enterprise customer feedback, translating insights into product and operational improvements.
- Partner with Sales, Product, and BVC to ensure seamless delivery, resolve issues, and align on customer success strategies.
- Demonstrate hx values and culture through values-driven behaviour.
Requirements
- Experience delivering measurable value and adoption outcomes for enterprise SaaS customers, ideally in insurance, fintech, or complex B2B environments.
- Experience managing account health and renewals, achieving strong net revenue retention, and identifying expansion opportunities.
- Experience leading customer engagements such as QBRs, workshops, and value assessments.
- Experience capturing and synthesising structured customer feedback to influence product or operational improvements.
- Effective collaboration with Sales, Product, and Delivery teams to drive customer success and resolve complex challenges.
- Resilience, adaptability, and proactive ownership in fast-paced, ambiguous environments.
- Ability to prioritise actions based on business impact.
Benefits and Compensation
- £5,000 training and conference budget for individual and group development.
- 25 days of holiday plus 8 bank holidays (33 days total).
- Company pension scheme via Penfold.
- Mental health support and therapy via Spectrum.life.
- Individual wellbeing allowance via Juno.
- Private healthcare insurance through AXA.
- Income protection and life insurance.
- Cycle to Work Scheme.
- Equity offered across all roles.
- Top-spec equipment, including laptop, screens, and adjustable desks.
- Remote and in-person hackathons, lunch and learns, socials, and game nights.
- Team breakfasts and lunches, snacks, and drinks.
- Opportunities for personal development and growth.
Interview Process
- Initial call with the Talent team.
- Hiring Manager interview.
- Skills assessment presenting a QBR.
- Values interview.
Skills
Enterprise Saas, Customer Success, Account Health, Renewal Management, Net Revenue Retention, QBRs, Workshops, Value Assessments, Customer Feedback, Product Adoption, Stakeholder Management, Cross-Functional Collaboration
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