Manager Client Success Manager

Are you passionate about helping insurance organisations transform the way they work? Do you combine deep London Market expertise with a talent for building trusted customer relationships and delivering measurable business outcomes? We are looking for a Customer Success Manager to join our growing Smart Apps team in the UK. In this highly visible role, you will act as a strategic advisor to some of the leading brokers, carriers, MGAs, and delegated authority businesses in the London Market, helping them maximise the value of innovative digital, workflow, and AI-enabled solutions. This is an exciting opportunity to influence customer strategy, drive transformation, and play an active role in shaping the future of insurance operations.

Build Strategic Customer Partnerships Develop trusted relationships with business, operational, and technology stakeholders. Act as the primary advocate for customers within the Smart Apps organisation. Facilitate executive governance meetings, strategic reviews, and success planning sessions. Partner with customers to align solutions with their long-term business objectives. Drive Adoption & Value Realisation Create and execute customer success plans aligned to measurable business outcomes. Promote adoption of Smart Apps capabilities, workflows, and AI-driven innovations. Monitor KPIs and success metrics to ensure customers achieve maximum value. Communicate business impact and return on investment to executive stakeholders. Leverage London Market Expertise Advise customers on best practices across the insurance lifecycle, including: Submissions and placement Policy administration and servicing Claims management Bordereaux processing Delegated authority operations Support customers through business process transformation and modernisation initiatives. Ensure solutions align with regulatory and operational expectations across the London Market. Support Customer Growth and Success Collaborate with Product, Delivery, and Implementation teams throughout onboarding and deployment. Manage customer escalations and drive resolution of complex issues. Identify opportunities to optimise usage, expand adoption, and unlock additional value. Champion continuous improvement and customer satisfaction. Influence Product Innovation Gather and communicate customer feedback to Product and Engineering teams. Share industry insights and emerging market trends. Help shape future roadmap priorities and innovations across the Smart Apps portfolio.

Essential Skills & Experience Several years experience in Customer Success, Consulting, Professional Services, Account Management, or a related customer-facing role. Strong knowledge of London Market insurance operations and workflows. Experience working with brokers, carriers, MGAs, or delegated authority businesses. Proven ability to manage senior stakeholder relationships and influence executive audiences. Experience working with enterprise software, SaaS, workflow, or digital transformation solutions. Excellent communication, presentation, and relationship-building skills. Desirable Experience Experience with ServiceNow, workflow automation platforms, or AI-enabled business applications. Understanding of digital transformation and operational change programmes. Background in insurance technology or insurance software solutions. What Success Looks Like High levels of customer adoption and engagement. Measurable business outcomes and value realisation. Strong customer retention and growth. Positive executive stakeholder feedback and advocacy. Successful implementations with accelerated time-to-value. Meaningful contributions to product innovation and market strategy. Why Join Us? Work with some of the most recognised organisations in the London insurance market. Influence strategic transformation programmes and digital innovation initiatives. Collaborate with industry experts across insurance, technology, and