Job Description

Role: Customer Success Manager

Location: Remote in the UK

Mode: Remote

Type: Permanent

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Role Overview:

We are seeking a proactive and solutions-driven Client Relationship Manager with experience in natural catastrophe insurance. The ideal candidate will excel in managing client relationships, analyzing data to identify trends, and supporting our clients in getting the most out of our product, whilst gathering meaningful feedback on product improvements. This role involves developing processes, building and nurturing relationships, and being a bridge between clients'/markets' needs and internal product development. You will collaborate our sales team supporting clients' queries during the sales process, and with internal stakeholders to ensure clients maximize the use of our products and capabilities, and partner with clients to resolve issues.

Key Responsibilities:

Nurture Client Relationships: Onboard, train, and collaborate with our clients to ensure customer satisfaction and maximize product usage.

Proactively monitor client relationships to identify and resolve issues early, ensuring consistently high client satisfaction and engagement.

Understand Customer Needs: Build partnerships and become a trusted advisor to deeply understand customer needs and collaborate with sales, products, operations, and IT teams to support these demands.

Drive product adoption & Usage. Embed product in their workflow.

Monitor Usage Metrics, engagement, and proactively reducing churn risk.

Training and Reports: Provide user training, analyze customer usage, introduce new functionalities, and advise on market trends.

Identify usage inefficiencies and implement plans to improve underperformance

Continuous Improvement: By acting as the bridge between our customers and Renew Risk build a data-driven understanding of clients' needs to support future product development.

Support the sales process as a technical expert on clients' calls and questionnaires.

Work closely with the internal stakeholders to represent customer needs and help shape the development of new products / features / improvements.

Manage timely and clear communication with clients regarding system upgrades, user access, and product roadmap changes.

Identify Opportunities: Spot up-sell and cross-sell opportunities.

Skills and Experience

Demonstrable experience in client success /account management roles in a relevant organization (ideally risk management, insurance, or tech, SaaS, DaaS, etc.)

3+ years of experience working within catastrophe modeling, insurance tech, and risk modelling environments

Excellent communication skills with strong attention to detail and good listening skills

Proactive Attitude: Solutions-oriented approach to solving client challenges.

Ability to analyze and summarize large data sets to drive strategic decision-making

Technology Solutions: Experience with technology solutions for business problems is advantageous, along with knowledge of the commercial insurance industry.

Experience within a tech / Insure tech / SaaS / DaaS start-up is desirable

Job Type: Permanent

Pay: 70,000.00-100,000.00 per year

Experience:

Insurance background: 2 years (required) Customer support: 3 years (required) B2B marketing: 2 years (required) Natural Catastrophes: 1 year (required) * Basic of Catastrophes Models: 3 years (required)