Senior Client Success Manager

Artificial Labs; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Artificial Labs in London is expanding its client success team and seeks a Senior Client Success Manager to lead engagements from initial planning through delivery and BAU. You will ensure high-quality service and meaningful outcomes for clients, collaborating with Commercial, Product, and Forward Deployed Engineering.

The role focuses on building long-term relationships, driving adoption of Artificial products, and reducing churn by delivering value and measurable success.

Qualifications

• Executive-level communication skills and problem-solving ability.
• Proven track record in Client Success or Account Management with multi-client handling.
• Ability to drive digital transformation initiatives.

Responsibilities

• Client onboarding and solution delivery from planning to go-live and BAU.
• Build trusted client partnerships and align on objectives and integration needs.
• Advocate for client needs within Artificial and shape implementation plans.
• Define governance, milestones and ensure timely delivery of products.
• Coordinate testing (UAT) and client training, remotely and on-site.
• Manage go-live transition to BAU and ensure client satisfaction.
• Monitor platform usage and engagement to identify opportunities.
• Capture feedback and drive continuous improvement of processes and product.
• Collaborate with Support, Product, and Engineering to triage issues.
• Represent the company in client meetings and industry events.

Skills

Insurance market expertise

Client-centric background

Tech-forward mindset

Job description

About Artificial

Help shape the future of specialty insurance

At Artificial, we're building the next generation of technology for the specialty (re)insurance market. Our mission is to transform how brokers and carriers operate in complex markets by removing operational barriers and enabling smarter, faster decision-making.We use modern technology to solve real challenges for some of the world's leading brokers and insurers. By automating the repetitive and structuring the complex, we help our partners unlock new opportunities for innovation and growth.You'll be joining a collaborative team that values curiosity, ownership, and continuous learning. We work in an environment where ideas are heard, support is built-in, and outcomes matter. Everyone here has the chance to make a tangible impact on our products, our customers, and the industry.We've just raised $45M (£33M) in Series B funding from lead investor CommerzVentures, new investor Move Capital, as well as all existing shareholders. This investment round gives us the room to grow with confidence, continue to innovate, and ensure that Artificial remains the first choice for brokers and carriers seeking a smarter way to trade digitally.Join us, and take the chance to be a part of something that will change the landscape of insurance for generations.

About the role

We're expanding our team to meet the growing needs of our client base and are looking for a Senior Client Success Manager to lead the engagements from initial planning through delivery and into business-as-usual operations. A core focus of this role is ensuring a high-quality service experience that delivers real value and successful outcomes for our clients.This role is central to our purpose: to build incredible client relationships and drive impactful adoption of Artificial products, increasing client retention and creating advocates.As a Senior Client Success Manager, you'll collaborate closely with our Commercial, Product Management, and Forward Deployed Engineering team, while working directly with clients to ensure seamless delivery and long-term success.

What You'll Bring

• Insurance Market Expertise: Proven experience navigating commercial and specialty markets (e.g., Lloyd's, the London Market, or US commercial lines)
• Client-Centric Background: A strong track record in Customer Success or Account Management, with a proactive approach to building relationships
• Tech-Forward Mindset: A genuine passion for digital transformation and a desire to help modernise the industry

Key Responsibilities

• Client onboarding and solution delivery: Play a pivotal role in the end-to-end onboarding and product delivery process for new clients, ensuring quality service and value creation from Commercial handover to go-live and into BAU steady state
• Build trusted client partnerships: Develop strong relationships with client stakeholders, coordinating activities to understand their business objectives, workflows, and integration requirements to drive successful solution adoption.
• Champion client needs internally: Act as the client advocate within Artificial, collaborating with Product, Forward Deployed Engineers, and Client Success teams to shape implementation plans and influence product enhancements
• Project Governance & Delivery Excellence : Understand and define project objectives, scope and milestone timelines. Establish clear programme level governance and roles and responsibilities, to ensure timely, high-quality delivery of Artificial's products that meet clients objectives
• Coordinate testing and training: Oversee user acceptance testing (UAT) and deliver client training sessions, both remotely and on-site, ensuring readiness for launch and ongoing product proficiency
• Manage go-live and transition to BAU: Responsible for transitioning a client from implementation to business-as-usual (BAU) operations, ensuring smooth transition, clear documentation, and ongoing client satisfaction
• Monitor performance and engagement: Proactively analyse platform usage, integration performance, and operational metrics to ensure adoption and identify optimisation/ growth opportunities
• Drive continuous improvement: Capture client feedback, manage change requests, and provide structured insights to enhance client experience, delivery processes, and product capabilities
• Collaborate cross-functionally: Partner closely with Support, Product, and Engineering teams to triage and resolve live issues, ensuring SLA adherence and continuous improvement of service quality
• Represent the company externally: Act as the company's ambassador in client meetings, workshops, and industry events

About you

Skills, Experience and Qualifications

• Executive level communication skills, strong problem solving ability, and confidence to navigate challenging conversations with clients
• Adept at handling multiple clients, experience working in the Client Success or Account Management space
• Ability to