Senior Customer Success Manager

Job Summary

The Customer Success Manager is responsible for building and maintaining strong, trusted relationships with a defined portfolio of enterprise (re) insurance clients using Eurobase’s Synergy2 platform. Acting as the primary point of contact, the role ensures clients achieve maximum value from the application by developing a deep understanding of their business objectives and proactively driving adoption, optimisation, and long-term success.

A key responsibility of the role is identifying opportunities to increase customer value through improved platform usage, process optimisation, and targeted incremental enhancements. The Customer Success Manager works closely with sales, product, and delivery teams to support contract renewals, mitigate churn risk, and contribute to upsell and cross-sell opportunities by clearly articulating value, outcomes, and return on investment.

Clients generally triage and consolidate requests prior to engagement, positioning the Customer Success Manager as a trusted advisor who sets expectations, communicates clearly, and ensures effective alignment between client priorities and Eurobase delivery teams.

• Monitor client usage and engagement trends to identify patterns, adoption opportunities, and potential risks, and provide senior-level insights to internal stakeholders.
• Track key client metrics to support proactive client management and continuous improvement.
• Identify root causes of client challenges and coordinate cross‑functional solutions with internal teams.
• Leverage customer health metrics to assess risk, anticipate churn, and drive proactive mitigation actions.
• Build a strong understanding of the client portfolio and business context to drive strategic outcomes.
• Apply commercial awareness to support renewals and contribute to upsell or cross‑sell opportunities.

• Collaborate with product, delivery, and technical teams to ensure client needs are addressed effectively, influencing prioritisation where required.
• Engage with third‑party partners, such as analytics or hosted service vendors, to support client success.
• Proactively assist colleagues by sharing insights, advising on complex client scenarios, and contributing to broader client engagement strategy.
• Utilise internal tools to track tasks, client interactions, and ensure alignment across teams.
• Interact with clients at both operational and executive levels to understand challenges and communicate their needs internally with clarity and influence.

• Contribute to organisational knowledge by creating and sharing best‑practice guides and strategic client insights.
• Support implementation of solutions to ensure platform enhancements or fixes meet client needs and deliver measurable value.
• Identify recurring client challenges and elevate patterns to help prioritise improvements and optimise processes.