Customer Success Manager

SCOR; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

SCOR in Greater London is seeking a Customer Success Manager to drive integration projects, oversee onboarding, and sustain high customer satisfaction across SaaS platforms.

You will coordinate with engineering, product and support teams, manage the lifecycle of integration-related cases, document lessons learned, and help develop playbooks and self-service tools for clients.

Qualifications

• Experience in technical SaaS integrations and lifecycle management.
• Proficient in agile and structured project management (V-Model).
• Experience documenting processes and creating support materials.
• Proficient with Jira, Confluence, SharePoint and Power BI.

Responsibilities

• Define project goals, scope, budget and resources with stakeholders.
• Own lifecycle of integration-related support cases and ensure timely resolution.
• Serve as liaison between clients and internal teams to resolve challenges.
• Monitor integration health, usage patterns, and case trends.
• Develop integration playbooks and knowledge base articles.
• Lead digital projects from inception to completion.

Skills

Project management

Agile methodologies

Documentation

Cross-functional collaboration

Education

Bachelor's or Master's degree

Tools

Jira

Confluence

SharePoint

Power BI

Job description

As Customer Success Manager, you will play an essential role in managing integration-related support cases, ensuring smooth onboarding, and maintaining high customer satisfaction. The ideal candidate will have a deep understanding of SaaS platforms, technical integrations, and customer-centric project delivery and is able to connect people and technology.

This Customer Success Manager has a broad remit encompassing - but not limited to - the work areas below:

• Define the goals, scope, budget, and resources of a project with all stakeholders.
• Own and manage the lifecycle of integration-related support cases, ensuring timely resolution and high customer satisfaction.
• Serve as the primary liaison between clients and internal teams (engineering, product, configuration, support) to resolve technical and integration challenges.
• Understand each client’s architecture and business processes to guide integration best practices and identify potential friction points.
• Collaborate with implementation teams to ensure smooth onboarding and handover of integration cases.
• Monitor and report on integration health, usage patterns, and case trends to proactively address issues.
• Maintain detailed documentation of integration scenarios, resolutions, and lessons learned to support continuous improvement.
• Contribute to the development of integration playbooks, knowledge base articles, and self-service tools.
• Support change management efforts when clients update their systems or workflows that impact the SaaS integration.
• Lead and manage digital projects from inception to completion, ensuring alignment with strategic goals.
• Oversee the implementation and lifecycle of SaaS software solutions, ensuring seamless integration and user adoption.
• Establish and optimize project management processes and workflows to enhance efficiency and scalability.
• Collaborate with cross-functional technical teams to ensure technological feasibility and innovation in project delivery.
• Facilitate communication between project participants and translate complex requirements for non-technical stakeholders.
• Provide regular progress reports and maintain proactive communication with clients.
• Collaborate with project managers to improve processes and make sure to optimize for client delivery

Responsibilities

• Strong understanding of software integration, APIs, and cloud-based platforms.
• Ability to analyse technical issues and coordinate cross-functional teams to resolve them.
• Familiarity with change management practices in a SaaS environment.
• Strong drafting skills for functional documentation and client communication.
• Ability to set up and refine operational processes in dynamic environments.
• Understanding of modern technology stacks and software development practices.
• Excellent communication skills in French, Spanish is a nice to have.

Qualifications

Required experience & competencies

• You have several years of solid experience in project management, particularly in the technical integration of SaaS solutions, operational management of the solution lifecycle, or client-facing roles within a SaaS company.
• You are proficient in agile methodologies as well as structured project management, such as the V-Model approach, and apply them in your professional practice.
• You have experience in documenting processes and creating support materials.
• You possess in-depth knowledge of various tools, including Jira, Confluence, SharePoint, and Power BI.

Required Education

• Bachelor's or Master’s degree or equivalent

About Us

As a leading global reinsurer, SCOR offers its clients a diversified and innovative range of reinsurance and insurance solutions and services to control and manage risk. Applying "The Art & Science of Risk," SCOR uses its industry-recognized expertise and cutting-edge financial solutions to serve its clients and contribute to the welfare and resilience of society in around 160 countries worldwide.

Working at SCOR means engaging with some of the best minds in the industry - actuaries, data scientists, underwriters, risk modelers, engineers, and many others - as we work together to find solutions to pressing challenges facing societies.

As an international company, our common culture is defined by "The SCOR Way." Serving both to build momentum that drives the Group forward and as a compass to guide our actions and choices, The SCOR Way is anchored by five core values, reflecting the input of employees at all levels of the Group. We care about clients, people, and societies. We perform with integrity. We act with courage. We encourage open minds. And we thrive through collaboration.

SCOR supports inclusion and the diversity of talents, and all positions are open to people with disabilities.