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About the Role
This new position will develop Insurance Insider's Customer Success function, ensuring clients maximize their subscription benefits. The role involves driving user growth and engagement, gathering client feedback to shape product and content enhancements, and managing a small team of Customer Success Executives. It's an ideal opportunity for an experienced customer success professional ready for their first management role.
Responsibilities
- Help shape the Customer Success team's processes, workflows, and priorities.
- Work with Commercial Leadership to set and track engagement and usage targets.
- Contribute ideas to improve the client experience.
- Manage, coach, and support 1-2 Customer Success Executives to achieve their goals.
- Help team members build client skills and product/market knowledge.
- Manage a personal portfolio of clients alongside the team.
- Collaborate with Account Managers to ensure clients derive maximum value from subscriptions.
- Increase user numbers and deepen product usage at client organizations.
- Conduct onboarding, training sessions, and engagement campaigns.
- Identify and address clients at risk of low engagement.
- Identify expansion opportunities for Account Management and Sales.
- Gather client feedback on content, products, and service.
- Share client insights with Editorial, Research, and Product teams.
- Act as the client's internal advocate.
- Track and report on user engagement and usage metrics.
- Maintain accurate and up-to-date Salesforce records for self and team.
Requirements
- At least 3 years of experience in a customer success role.
- Proven track record of growing user numbers, engagement, or adoption.
- Experience running client onboarding, training, or engagement campaigns.
- Confidence in gathering client feedback and providing actionable recommendations.
- Willingness and readiness to step into a management role.
- Strong written and verbal communication skills.
- Proficiency with Salesforce or a comparable CRM.
- Experience with subscription, data, research, or market intelligence products (desirable).
- Knowledge of the insurance, reinsurance, broking market, or wider financial services (desirable).
- Some experience mentoring, coaching, or supervising colleagues (desirable).
Skills
- Customer Success Management
- Client Engagement
- User Growth
- Team Management
- Coaching
- Salesforce CRM
- Client Feedback Analysis
- Product Enhancement
- Content Strategy
- Onboarding
- Training
- Engagement Campaigns
- Risk Management
- Sales Collaboration
- Reporting
- Data Analysis
- Communication Skills
- Collaboration
- Problem-Solving
Location
- London
Work Type
- Full-time
Experience Level
- Mid-level
- Management
Salary/Compensations
- £75,000 OTE
Benefits
- Competitive compensation
- Comprehensive benefits
- Opportunities for professional growth
About the Company
- Insurance Insider is the leading provider of news, analysis, and market intelligence for the global insurance industry.
- Since 1996, the company has helped key players in global insurance make smarter commercial decisions.
- Offers a dynamic working environment where contributions are valued and recognized.
- Team is focused on quality, insight, and impact.