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About the Role

We are expanding our team to meet the growing needs of our client base and are looking for a Senior Client Success Manager to lead client engagements from initial planning through delivery and into business-as-usual operations. A core focus of this role is ensuring a high-quality service experience that delivers real value and successful outcomes for our clients. This role is central to our purpose: to build incredible client relationships and drive impactful adoption of Artificial products, increasing client retention and creating advocates. You’ll collaborate closely with our Commercial, Product Management, and Forward Deployed Engineering team, while working directly with clients to ensure seamless delivery and long-term success.

Responsibilities

Play a pivotal role in the end-to-end onboarding and product delivery process for new clients, ensuring quality service and value creation from Commercial handover to go-live and into BAU steady state
Develop strong relationships with client stakeholders, coordinating activities to understand their business objectives, workflows, and integration requirements to drive successful solution adoption.
Act as the client advocate within Artificial, collaborating with Product, Forward Deployed Engineers, and Client Success teams to shape implementation plans and influence product enhancements
Understand and define project objectives, scope and milestone timelines. Establish clear programme level governance and roles and responsibilities, to ensure timely, high-quality delivery of Artificial’s products that meet clients objectives
Oversee user acceptance testing (UAT) and deliver client training sessions, both remotely and on-site, ensuring readiness for launch and ongoing product proficiency
Responsible for transitioning a client from implementation to business-as-usual (BAU) operations, ensuring smooth transition, clear documentation, and ongoing client satisfaction
Proactively analyse platform usage, integration performance, and operational metrics to ensure adoption and identify optimisation/ growth opportunities
Capture client feedback, manage change requests, and provide structured insights to enhance client experience, delivery processes, and product capabilities
Partner closely with Support, Product, and Engineering teams to triage and resolve live issues, ensuring SLA adherence and continuous improvement of service quality
Act as the company’s ambassador in client meetings, workshops, and industry events

Requirements

Proven experience navigating commercial and specialty markets (e.g., Lloyd’s, the London Market, or US commercial lines)
A strong track record in Customer Success or Account Management, with a proactive approach to building relationships
A genuine passion for digital transformation and a desire to help modernise the industry
Executive level communication skills, strong problem solving ability, and confidence to navigate challenging conversations with clients
Adept at handling multiple clients, experience working in the Client Success or Account Management space
Ability to communicate complex technical concepts in a simple and clear manner for clients
Commercial and specialty insurance market experience
Underwriting or Brokering operations knowledge
Transformation experience managing complex / enterprise level accounts
Self-starter with strong interpersonal, communication, collaboration and presentation skills
Comfortable working in a fast-changing scale-up environment with all the ambiguities this presents: flexibility will be needed
Happy to travel to client sites for meetings as required
Appetite to learn and grow with the company
Keen to knowledge share and identify improvements across the business
Background checks may include a criminal record check, reviewing your credit history, speaking with previous employers and confirming your academic qualifications.

Skills

Google Suite
Notion
Slack
Figma
Asana

Location

London

Work Type

On-site
Remote
Hybrid

Experience Level

Senior

Education Level

Change management certification desirable e.g. Prosci

Benefits

Private medical insurance
Income protection insurance
Life insurance of 4 * base salary
On-site gym and shower facilities
Enhanced maternity and paternity pay
Team social events and company parties
Salary exchange on pension and nursery fees
Access to Maji, the financial wellbeing platform
Company stock options managed through Ledgy
Milestone Birthday Bonus and a Life Events leave policy
Generous holiday allowance of 28 days plus national holidays
Home office and equipment allowance, and a company MacBook
Learning allowance and leave to attend conferences or take exams
YuLife employee benefits, including EAP and bereavement helplines
Tree planting through partnership with Ecologi Action
Handmade Italian coffee machine

About the Company

Artificial is building the next generation of technology for the specialty (re)insurance market.
Our mission is to transform how brokers and carriers operate in complex markets by removing operational barriers and enabling smarter, faster decision-making.
We use modern technology to solve real challenges for some of the world’s leading brokers and insurers.
By automating the repetitive and structuring the complex, we help our partners unlock new opportunities for innovation and growth.
We’ve just raised $45M (£33M) in Series B funding from lead investor CommerzVentures, new investor Move Capital, as well as all existing shareholders.
This investment round gives us the room to grow with confidence, continue to innovate, and ensure that Artificial remains the first choice for brokers and carriers seeking a smarter way to trade digitally.
Join us, and take the chance to be a part of something that will change the landscape of insurance for generations.

Equal Opportunity

We’re proud to be an equal opportunities employer and are committed to building a team that reflects the diverse communities around us.
If there’s anything you need to make the hiring process more accessible, just let us know—we’re happy to make adjustments.
You’re also welcome to share your preferred pronouns with us at any point.
Think you don’t meet every requirement? Please apply anyway. We value potential as much as experience, and we know that raw talent counts.