Customer Success Lead

Hanson Lee; Greater London; Hybrid; GBP 126,000 - 154,000; Full time

Job summary

Hanson Lee in London (hybrid) is seeking a Customer Success Lead to drive growth on an InsurTech platform that helps insurers, brokers, MGAs and TPAs manage claims and finances more efficiently. The role leads the Carrier Customer Success team and personally cares for 1 to 3 strategic accounts while enabling expansion with Sales.

You will coach discovery, stakeholder management and growth strategy, build executive relationships, and establish health metrics and strategic reviews to drive

Qualifications

• Knowledge of specialty, commercial or multinational carriers.
• Experience leading a Customer Success or Account Management team in insurance, InsurTech or complex B2B SaaS.
• A track record of growing adoption and footprint within enterprise accounts.
• Confidence with senior stakeholders, and the ability to turn product value into commercial outcomes.
• Sharp commercial judgement and curiosity when uncovering what customers really need.

Responsibilities

• Coaching your team in discovery, stakeholder management and growth strategy.
• Building relationships with carriers from operational users right up to the executive level.
• Deciding what good customer health looks like and acting early when it slips.
• Running strategic reviews that link results to a clear plan for growth.
• Creating the playbooks, frameworks and metrics the function will scale on.
• Working with Sales, Pre Sales, Data, Onboarding, Ops and Product to clear adoption blockers.

Job description

Customer Success Lead | Insurance Technology | London (Hybrid) | up to £140,000 salary

Brand new Customer Success Lead opportunity for a well funded, high growth InsurTech whose platform helps insurers, brokers, MGAs and TPAs run their claims and finance operations more efficiently. They're headquartered in London, growing fast across Europe and the US, and have a proven product with big plans to go with it.

The opportunity

You’ll lead the Carrier Customer Success team, coaching a group of CSMs while personally looking after 1 to 3 strategic insurance accounts. The goal is growth: help carriers move more of their business onto the platform, prove the ROI and find the next expansion opportunity together with Sales.

Main Responsibilities

• Coaching your team in discovery, stakeholder management and growth strategy
• Building relationships with carriers from operational users right up to the executive level
• Deciding what good customer health looks like and acting early when it slips
• Running strategic reviews that link results to a clear plan for growth
• Creating the playbooks, frameworks and metrics the function will scale on
• Working with Sales, Pre Sales, Data, Onboarding, Ops and Product to clear adoption blockers

Essential Skills (must haves)

• Knowledge of specialty, commercial or multinational carriers
• Experience leading a Customer Success or Account Management team in insurance, InsurTech or complex B2B SaaS
• A track record of growing adoption and footprint within enterprise accounts
• Confidence with senior stakeholders, and the ability to turn product value into commercial outcomes
• Sharp commercial judgement and curiosity when uncovering what customers really need