Customer Success Lead – Carriers

Role Overview

• Oversees Customer Success team performance, ensuring customer health metrics and product adoption targets are consistently met across assigned portfolios.
• Owns executive relationships for top‑tier accounts; partners with Sales and supports Senior CSMs in high‑impact strategic engagements.
• Develops strong insurance vertical expertise, leveraging industry knowledge, trends, and regulatory insight to guide customers, support the team, and influence strategic account planning.
• Directs renewal and expansion strategy for the team, with accountability for forecast accuracy, pipeline health, and revenue outcomes.
• Leads optimisation initiatives for claims workflows, partnering with Operations to design and implement scalable, systemic improvements.
• Acts as the vertical voice of the customer, consolidating feedback and influencing product roadmap priorities at the vertical leadership level.
• Designs and executes change management programs, including enablement sessions and rollout of best practices across the team.
• Defines and operationalises customer lifecycle frameworks, ensuring consistent execution and alignment to desired business outcomes.
• Owns QBR governance, coaching the team on multi‑stakeholder ROI articulation and long‑term strategic alignment.
• Establishes standards for autonomy and decision‑making, resolving escalations, and navigating complex customer scenarios.
• Manages and develops the vertical Customer Success team, including hiring, onboarding, performance management, and career development.

Requirements

• Proven management experience in a B2B SaaS or FinTech/InsurTech scale‑up environment, with a strong track record of building, hiring, mentoring, and leading high‑performing Customer Success teams.
• Demonstrated ability to drive customer retention, expansion, and lifetime value through proactive engagement and data‑driven success strategies.
• Exceptional leadership and player‑manager skills, effectively balancing hands‑on account ownership with coaching and developing team members.
• Expertise in managing and growing strategic, high‑value customer accounts, consistently delivering exceptional service standards and strong commercial returns.
• Strong problem‑solving and escalation management capabilities, ensuring timely resolution of complex issues for premium customers.
• Results‑oriented with a proven track record of delivering high ROI and measurable outcomes across key customer portfolios.
• Able to translate business objectives into actionable customer success strategies that drive retention, growth, and value.
• Strong ability to build, mentor, and lead high‑performing, customer‑centric teams.
• Applies best‑practice tools, cross‑team collaboration, and a revenue‑focused approach to maximize business outcomes.
• Communicates with clarity and confidence, effectively influencing stakeholders at all levels in a matrixed organization and representing the voice of the customer.
• Analytical and data‑driven approach, with the ability to track, interpret and act on adoption, usage and health metrics to drive outcomes.
• Experienced in implementing and using Customer Success platforms such as Zendesk, Salesforce, and CRM systems.
• Strong problem‑solving and process improvement capabilities, proactively identifying issues and driving effective resolutions.
• Ability to thrive in a fast‑paced, high‑growth environment, balancing strategic priorities with operational execution.

Benefits

• 25 days Holiday per year (increase by 1 day per year to 30 days max) + Bank Holidays
• Hybrid working arrangements
• Contributory pension scheme
• Enhanced Parental leave
• Cycle to Work Scheme
• Private Medical Insurance through Vitality
• Access to Oliva our Mental Health Therapy partners
• Discounted Gym membership
• Financial Coaching with Octopus Wealth
• 2 days of volunteering leave per year
• Sabbatical after 5 years’ service
• Life Assurance – MetLife (UK employees only).
• Ongoing Learning and Development to support you reach your career goals