Customer Success Manager

Concirrus; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading specialty insurance firm in London is looking for a Customer Success Manager to help clients maximize value from their platform. The role involves managing customer relationships, driving user adoption, and ensuring strategic business outcomes. Ideal candidates have a background in SaaS and specialty insurance, with strong communication skills and a consultative mindset. Flexibility in work arrangements and a competitive compensation package are offered.

Benefits

Flexible working arrangements

Professional growth opportunities

Collaborative and innovative work environment

Qualifications

• 4–5 years of experience in Customer Success, Professional Services, or Account Management (SaaS preferred).
• Insurance domain knowledge preferably in specialty or marine lines.
• Proven history of driving account growth and successful upsell initiatives.

Responsibilities

• Manage a book of 15-20 accounts, ensuring high retention and satisfaction.
• Define success plans, baseline metrics, and outcome-based KPIs with customers.
• Facilitate workshops and advisory sessions tailored to customer needs.

Skills

Customer Success

Stakeholder Management

Excellent Communication

Consultative Mindset

Commercial Acumen

Tools

HubSpot

Userpilot

Job description

Role

At Concirrus, we’re transforming specialty insurance through data, AI, and intelligent automation. Our mission is to digitize and de-risk complex specialty markets. As a Customer Success Manager, you will play a critical role in helping our customers unlock tangible business value from our platform, strengthen their underwriting decisions, and drive operational efficiency.

Who You Are

We are seeking a highly motivated and knowledgeable Customer Success Manager (CSM), preferably with a background in specialty insurance, to join our growing team. In this role, you will act as a trusted advisor to mid-market insurance clients, ensuring they derive maximum value from our platform, maintain high engagement, and achieve their strategic business goals. You are a strong communicator who builds trust easily, and you thrive in a fast-paced environment where curiosity, resilience, and empathy are key to long-term success.

Day-to-Day Experience

As a Customer Success Manager, you’ll own the customer relationship post-sale - driving adoption, retention, and growth. Your day-to-day will involve customer check-ins, onboarding, and strategic reviews, while collaborating with Sales, Product, and Support. You’ll monitor usage, manage risks, update CRM records, and ensure each customer has a clear success plan aligned to their goals.

Key Responsibilities

• Own the Customer Journey: Manage a book of 15-20 accounts, from onboarding to adoption, renewal, and expansion - ensuring high retention and satisfaction.
• Drive Value Realization: Work with customers to define success plans, baseline metrics, and outcome-based KPIs. Track delivery against strategic goals.
• Facilitate Strategic Engagements: Run tailored workshops and advisory sessions to uncover challenges and recommend best practices, particularly around digital transformation in marine and specialty lines.
• Orchestrate Cross-Functional Delivery: Collaborate with Sales, Product, Engineering, and Services to ensure delivery excellence and act as the customer’s voice internally.
• Embed Our Platform: Support technical teams to integrate our solution into underwriting and portfolio workflows, ensuring adoption by end users and decision-makers alike.
• Mitigate Risk, Drive Growth: Identify churn risks early and proactively engage customers. Spot opportunities for upsell and cross-sell based on product usage, feedback, and maturity.
• Thought Leadership & Enablement: Document and share customer insights, process improvements, and innovative use cases with the broader CS team.
• Be a Champion of Change: Work with client stakeholders to manage change, align processes, and improve adoption through clear communications and tailored enablement.

Qualifications and Skills

• 4–5 years of experience in Customer Success, Professional Services, or Account Management (SaaS preferred)
• Insurance domain knowledge - preferably in specialty or marine lines (Lloyd’s market, MGA, or broker exposure is a plus)
• Demonstrated ability to build trusted relationships with mid-to-senior level stakeholders in regulated, complex environments
• Demonstrated strong commercial acumen with a solid understanding of key SaaS metrics and a proven history of driving account growth and successful upsell initiatives
• Experience delivering business reviews, leading strategic workshops, and driving change in enterprise setting
• Familiarity with Customer Success platforms (HubSpot, Userpilot) and success planning frameworks
• Strong project and stakeholder management skills; able to navigate ambiguity with confidence
• Consultative mindset - able to listen, understand business goals, and tie technology value to strategic outcome
• Excellent communication and presentation skills; ability to influence without authority
• Comfortable working in a fast-paced, high-growth scale-up environment

Concirrus

Concirrus is trusted by leading specialty insurers to enhance efficiency throughout the insurance lifecycle from acquisition to renewal. We automate processes such as submission ingestion, compliance checks, ESG monitoring, and portfolio management, allowing underwriters to focus on value-added activities. This results in increased operational efficiency and faster business acquisition.

Diversity, Equity & Inclusion (DE&I) Statement

• We are committed to building a diverse team and fostering an inclusive environment where everyone feels empowered to do their best work. As we continue to grow and evolve, we pledge to:
• Provide a safe and welcoming workplace where all individuals feel valued and respected.
• Educate ourselves continuously and celebrate the unique perspectives that make us stronger.
• Ensure that our actions and behaviors align with our core values and commitment to DE&I.
• Regularly assess our progress and seek opportunities for ongoing improvement.

What We Offer

• A collaborative and innovative work environment where your contributions drive our success.
• Opportunities for professional growth and development.
• Flexible working arrangements, including the option to work from home up to three days per week, support a strong work-life balance.
• The opportunity to work with cutting-edge technology in a rapidly growing industry.
• Competitive compensation, comprehensive benefits, and a culture that values teamwork and innovation.

Why You’ll Love It Here

At Concirrus, you won’t just manage accounts - you’ll help shape the future of specialty insurance. We’re building a high-impact team that takes Customer Success personally and is empowered by core values that guide how we work and grow together:

Sense of Urgency – We act fast and with purpose. We value time, seize opportunities, and understand the cost of inaction.

Belief in the Mission – We are deeply committed to our vision and its impact. We show up with passion, confidence, and advocacy—for our customers and ourselves.

Self-Agency – We take full ownership of our decisions and outcomes. We lead with initiative, independence, and accountability.

Comfort with Ambiguity – We stay calm in the unknown. We make sound decisions despite shifting priorities or incomplete information.

Total Commitment – We go the extra mile, exceed expectations, and drive meaningful results as a team.

Our Guiding Values

Stay Curious - Discover the need. Reimagine what’s possible.

Celebrate Success - Aim high. Applaud ambition.

Have the Courage to Challenge - Be brave. Be bold. Challenge with confidence.

Strive for Excellence - Raise the bar. Delight customers.

Transform Together - Think big. Win or lose as a team.