Client Success Manager

About Artificial

We’re building technology for the next generation of insurers.

At Artificial, we're not just building software. We're reshaping the future of the insurance industry. Our mission is clear – to leverage the best of today's technology and automation, revolutionising how insurers and brokers operate. By removing the mundane and repetitive, we're paving the way for innovation, efficiency, and most importantly – human-centric solutions.

You’ll be working with talented people, using the latest technology in an environment where learning is supported. As an outcomes-focused business, taking ownership is not only expected but embraced, meaning the opportunity to create meaningful change is within your power.

In 2024 we secured £8M in Series A+ funding, led by Europe’s premier publicly listed fintech fund, Augmentum Fintech, with participation from existing investors MS&AD Ventures and FOMCAP IV. Join us, and take the chance to be a part of something that will change the landscape of insurance for generations.

The Role

We are looking for a Client Success Manager to join our Client Success team, to focus on engaging with current and future customers. You will be responsible for delivering the vision of our product that we share with our clients, and highlighting the ongoing product value.

This is a newly created role that will join an established team, collaborating closely with our Product Management, Solutions Engineering and operational teams to meet the demands of our growing client base.

This opportunity would be ideal for a proactive client success, customer services or account manager with an interest in developing a career in insurance or financial services by learning more about managing the client lifecycle.

Requirements

Responsibilities

• Build strong relationships with our clients during onboarding, go-live, hypercare and beyond
• Respond to their requests and support the successful adoption of our products
• Managing communications (such as product release notes and training materials) that are designed to collaboratively surface our clients business needs
• Executing the operational delivery to the client by working collaboratively with our internal Product Management, Solutions Engineering and the rest of the Customer Success teams
• Feeding into product backlog priorities and managing their delivery
• Updating product documentation and providing training to the client as needed
• Act as the ‘go to’ for client feedback.
• Routinely keep the client informed of platform usage, activity trends, and product progress as well as identify opportunities for further engagement
• Management of live issues, change requests and responding to SLA commitments
• Act as the client’s advocate to voice their requirements and liaise with wider teams on improving our product offering
• Manage the successful onboarding of new clients as assigned, and attend virtual or in-person sessions
• Coordinate User Acceptance Testing and related outputs
• Developing and refining processes and tooling at both the CS team and role level, to ensure a positive client experience

Skills, Experience and Qualifications

• Demonstrable experience working within the insurance industry in either broking or underwriting
• Adept at handling multiple clients simultaneously
• Demonstrable experience working in the Client Success or Account Management space
• Strong business analysis and problem solving capability.
• Experience of analysing and documenting process flows
• Gathering requirements supported by data analysis
• Experience with tools like Zendesk, Intercom, Jira and/or Github
• Experience with Google Suite, Notion, Slack and other collaborative online software
• Experience with communicating complex technical solutions into simple language for clients
• Some experience of providing value-add reporting to clients and internal management team

People Skills and Behaviours

• Self-starter with strong interpersonal, communication, collaboration and presentation skills
• Comfortable working in a fast-changing start-up environment with all the ambiguities this presents: flexibility will be needed
• Happy to travel to client sites for meetings if required
• Appetite to learn and grow into the role
• Keen to knowledge share and identify improvements across the business

In the early days of your role, you’ll be expected to focus on delivering:

• Demonstrable ownership of least one client
  • Form direct relationships with the client
  • Working with the product manager and development team(s) to start delivering roadmap priorities for client and product
  • Manage development and support and issues raised by client
  • Work collaboratively with client and internal teams to find effective solutions to issues
• Testing the deliverables thoroughly to ensure quality and completeness.
• Ensuring that the client is kept informed of progress in a timely manner
• Working to develop processes and reporting which is meaningful and provides insights to both external and internal stakeholders

We especially want to hear from you if you have:

• Come from an InsurTech, Financial Services or other tech-enabled commercial background
• Have previously worked in a scale up or other fast-changing environment
• Worked in companies where hybrid working is standard

Benefits

• Private Medical Insurance
• Life Insurance
• Income Protection
• Financial Wellbeing platform via Maji
• Salary Sacrifice Company pension
• Home office and equipment allowance, and a company MacBook
• Learning allowance and encouragement to attend conferences / take exams
• Milestone Birthday Bonus
• Generous holiday allowance of 28 days plus national holidays
• Team social events and company parties
• Pizza at every All Hands or allowance for at-home lunch
• The best coffee machine in London, handmade in Italy and imported just for us!

We're an equal opportunities employer, with a strong commitment to hiring from the rich diversity within our local communities. If you'd like to request a reasonable adjustment to the hiring process, please do let us know at any time and feel free to let us know your preferred pronouns. If you feel that you don't tick all the boxes of requirements, please do apply anyway - Artificial recognise the value of raw talent. Please be aware as part of the application process we'll be carrying out various background checks. These may include a criminal records check, checking your credit history, contacting your previous employers and/or verifying your academic qualifications