Customer Success Manager

UnderwriteMe; London; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

UnderwriteMe, a leading Insurtech company, is seeking a proactive Customer Success Manager to strengthen its client presence in the North of England. The role focuses on customer onboarding, relationship building, and ensuring client success through structured processes. This position offers opportunities for travel across the UK and involvement in transformative SaaS solutions for the insurance industry.

Benefits

Stakeholder Pension Scheme

Life Assurance

Subsidised Gym Membership

Private Medical Insurance

Season Ticket Loan

Employee Assistance Programme

Qualifications

• B2B SaaS Customer Success experience required.
• Proven track record in customer account management.
• Ability to work cross-functionally.

Responsibilities

• Execute onboarding and retention strategies for B2B customers.
• Build relationships with stakeholders through structured communication.
• Identify upsell and cross-sell opportunities.

Skills

Customer Success

Relationship Building

Data-driven

Communication

Tools

CRM systems

Job description

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Job Description

Job Title

Customer Success Manager

Job Description

Location - North of England (preferred), with occasional UK-wide travel

We’re looking to expand our Client Success presence in the North of England, so ideally this hire will based there. We welcome applicants from across the UK who are happy to travel occasionally. You’ll have the flexibility and support to manage your schedule effectively.

UnderwriteMe is a UK based Insurtech creating disruptive SaaS solutions for the insurance industry. We are on a mission to make life insurance more widely accessible, providing technology to ensure people and their loved ones are protected when the inevitable happens.

We are wholly owned by Pacific Life but operate as an autonomous business within the company. This gives us the best of both worlds - the freedom to act like a technology scale-up, with the stability of a large company meaning longer-term thinking and no last-minute pivots to gain our next funding round. Pacific Life Re became 100% shareholder of UnderwriteMe in 2017 given the strategic synergy with its reinsurance business.

UnderwriteMe Has Two Main Products We Sell To Customers

• Protection Platform - a B2B2C marketplace used by over 15,000 advisors to power quoting and purchase of protection products in the UK. We currently deliver 16% of the UK markets protection policies and we are already working to increase our reach.
• Decision Platform - a B2B enterprise platform that provides a best-in-market Underwriting Rules Engine used by over 30 insurers to power their underwriting decisions. The product is sold across UK & Ireland, Asia-Pacific and North America. The platform combines our engine with technology to source and process third-party information supporting underwriting decisions for insurers. We are already working on capabilities, powered by AI, to make these decisions even more efficient.
  
  

UnderwriteMe is part-way through a multi-year transformation to adopt a Product Operating Model, modernising our architecture and moving our products to a SaaS model. We still have much to do, and we’re looking for people to join us on this challenging and exciting journey.

Pacific Life and UnderwriteMe are both organisations focussed on creating a great environment in which to work. We recognise that attracting and retaining top talent is how we continue to improve the company. We pay well and as we are part of a mature organisation, we have a good benefits package. We value and celebrate diversity in our teams and continually work to celebrate the uniqueness of each person. We work in a hybrid model, and we expect our leaders to flex where they work based on the needs of the company and their teams.

About The Role

We are transforming and expanding our customer success and support teams and as part of this we are looking for a Customer Success Manager for the UK market. We’re looking for a proactive and data-driven Customer Success Manager to join our growing team.

As a Customer Success Manager, you will be the primary point of contact for a portfolio of B2B customers, responsible for executing offline onboarding, adoption and retention strategies. You'll work cross-functionally with Business Development, Product, and Support teams to deliver measurable business outcomes.

What You Will Be Doing

Customer Onboarding & Adoption

• Guide new Ideal Customer Profiles through the offline onboarding process using defined playbooks and workflows to ensure a seamless and successful implementation.
• Train and educate clients on product features and best practices as set out in the Go To Marketing plans
• Build strong, trust-based relationships with customer stakeholders through regular, structured communication and business reviews.
• Use usage data and health scores; proactively engage customers at risk or with growth potential using established intervention protocols.
  
  

Process & Playbook Execution

• Follow standardised Customer Success processes across onboarding, QBRs, renewals, and escalations with discipline and consistency.
• Execute against pre-defined customer journey playbooks to ensure every stage of the customer lifecycle is delivered systematically.
• Log customer interactions, milestones, and feedback thoroughly in the CRM or Platform of choice, ensuring all activity aligns with our internal process and timelines.
• Identify areas where processes or playbooks can be improved and collaborate with the AVP, Customer Success to iterate and enhance.
  
  

Customer Advocacy & Retention

• Identify upsell and cross-sell opportunities and partner with Business Development Managers to support expansion strategies.
• Ensure Users share Product feedback directly to our Product team by passing all contacts to them to allow them to complete user discovery.
• Drive customer retention by ensuring a clear path to ROI and value realisation.
  
  

Metric Led

• Hit performance milestones by progressing each firm through the CS pipeline - onboarding, activation, adoption, and long-term retention, tailored to their segment and profile
• Use data to guide decision making and outcomes
  
  

What Type Of Person Fits The Role

The role suits someone who likes structure and process, but also builds strong, trusted relationships. You’ll need to be comfortable working in cross-functional teams, and speaking with senior stakeholders, as well as working in a data-driven environment. You must have:

• B2B SaaS Customer Success experience
• A proven track-record of success in Customer Success
• Extensive experience managing and growing customer accounts across a defined lifecycle using structured methods.
• Exceptional communication and relationship-building skills.
• Proven nurturing skills
• Used CRM systems – ideally Hubspot
• Self-starter mindset with the ability to execute and improve processes in a fast-paced environment.
  
  

Ideally

• You will have knowledge or experience of working in the life insurance sector, and within distribution and customer success areas
• Experience working with enterprise customers.
  
  

Key Characteristics

Key Characteristics that we look for when interviewing and that help people thrive at UnderwriteMe:

• Organised and methodical: Consistently follows process and systems, ensuring updates and actions are always accurately recorded
• Relationship Builder: You’re confident speaking with your peers and growing relationships across all levels of seniority,
• Curiosity: Exhibits a strong desire to learn and understand new concepts. Approaches problems with creativity and persistence, consistently seeking effective solutions.
• Technically Great: Possesses a deep understanding of relevant technical skills and knowledge applicable to their role. Applies technical expertise effectively to solve complex issues.
• Impact Oriented: Driven by meaningful results, prioritising actions that deliver significant outcomes and contribute to team success. Motivated by value creation and business impact, not titles or status.
• Adaptability: Open to feedback and willing to learn from others. Shows a growth mindset and the ability to adapt and improve.
• Team Player: Working with Business Development, Product and Support, always staying aligned to the wider product plans
• Outcome-oriented: Focussing on measurable results like user onboarding, user adoption and retention – not just activity
  
  

About UnderwriteMe

UnderwriteMe is an Insurtech software business and subsidiary of Pacific Life Re (PL Re), a global life and pensions reinsurance firm. We have a vision to help everyone purchase protection insurance by using data and disruptive technology to transform our partners and markets in order to make their underwriting processes as quick and efficient as possible.

Our Core Products Are

• a best-in-market Underwriting Rules Engine which can be used to automate any structured data within the underwriting journey, and which is sold in the UK & Ireland, Asia-Pacific and North America
• the Protection Platform, an end-to-end quote and buy marketplace for Protection in the UK
  
  

Working for UnderwriteMe

Joining UnderwriteMe means being part of a technology company that is committed to bringing a fresh and dynamic approach to insurance. You’d be working with a team of highly technical experts made up of people with backgrounds in software, fintech, and insurance. Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step.

Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.

Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and wellbeing initiatives. We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events, and overseeing volunteering opportunities.

Benefits (Only For Permanent And Fixed Term Employees)

• Stakeholder Pension Scheme
• Life Assurance
• Subsidised Gym Membership
• Private Medical Insurance
• Season Ticket Loan
• Eye Care
• Employee Assistance Programme
• Group Income Protection
• Wellness Benefits
  
  

As part of our commitment to accessibility for all, UnderwriteMe will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs, and we will consult with you to ensure suitable accommodation is provided.

UnderwriteMe Values

Please click here to view our company values

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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