Customer Success Manager

Insurance Insider is the leading provider of insights and analysis for the world’s top insurers, distributors, service providers, and investors.

Since 1996, we’ve been helping clients uncover new business opportunities and protect against risks through our exclusive news, deep analysis and actionable insights on the insurance market. Our coverage extends across the London market, global (re) insurance market, insurance-linked securities market and US property and casualty market.

This is a new position. The Customer Success Manager will build Insurance Insider's first dedicated Client Success team from the ground up, shaping its structure, hiring its people and setting how it works with clients.

The team will ensure that every Insurance Insider client receives value far exceeding their investment in their subscription. It will work directly with our key clients - carriers, reinsurers, brokers, MGAs, investors, law firms and other market participants - to build lasting, value-led relationships that lead to successful renewals and long-term subscription partnerships.

Once the team is in place, the Customer Success Manager will coach, motivate and develop it and drive the quality and quantity of its activity to hit performance targets. The role contributes directly to regional revenue and renewal goals.

This is not an activity-for-its-own-sake role. We want someone who understands the insurance and reinsurance world well enough to have a genuine point of view on it and who builds a team that clients treat as trusted, knowledgeable partners rather than vendors.

• Build Insurance Insider's Client Success function from scratch: define the team's structure, roles, targets and ways of working, and make the case for headcount as it grows.
• Recruit and onboard the founding team of Client Success Associates, then lead hiring and performance management as the team scales.
• Lead the team to achieve weekly, monthly and quarterly outcomes for client user engagement and renewal performance.
• Directly manage, develop and coach Client Success Associates to grow their capabilities and careers, with a sharp emphasis on professional, commercial and insurance-market knowledge.

• Build genuine, lasting relationships with senior decision-makers at key accounts, not just day-to-day users.
• Convert trial usage and user engagement into long-term renewals, and identify expansion opportunities to hand to or work with Sales.
• Report and analyse client interaction and engagement metrics; set interim milestones for engagement targets; design and manage campaigns; redeploy resources as the business requires; and step in to help with user engagement when needed.
• Serve as the central escalation point for complex client issues.
• Represent Insurance Insider at industry events, conferences and client meetings as a visible, credible presence in the market.

• Steward adoption of core workflows, processes and enablement tools across the team.
• Own Salesforce integrity and compliance, and ensure accurate, disciplined use of it to manage accounts and forecast renewals.

• With Commercial Leadership, design and evolve customer service approaches, workflows and processes that deliver superior service across every client experience.
• Partner closely with Editorial, Research and Marketing so the team brings real market intelligence - not just product features - to every client conversation.
• Partner with Commercial Leaders, Marketing and Enablement to build user engagement resources (campaigns, emails, merchandisers) and development resources (development plans, skills-based training).
• Partner with regional counterparts to identify, share and implement best practice.
• Partner with Account Managers and Sales Directors to resolve performance gaps or productivity issues in the Client Success team.

• Bachelor's degree or equivalent experience.
• 5+ years' experience in client relationship management, customer success or sales, ideally within the insurance, reinsurance or broking market or wider financial markets.
• Experience selling, renewing or supporting subscription, data, research or market intelligence products, ideally into insurance, reinsurance or capital markets.
• Established relationships across the P&C insurance, reinsurance or broking world, and fluency in the language of the industry.
• Experience building and managing a team to…