Customer Success Manager

London (Remote & Flexible) Full-Time

We are looking for an exceptional Customer Success Manager to support our rapidly growing global client base by focusing on the success and day-to-day management of our clients.

You will be the main point of contact for our leading Re/insurance and MGA clients, supporting and developing our relationship with them and a range of our partners across the INARI ecosystem. You will be the ‘goto’ for operational, product or technology support, working closely with our Operations, Product and Technology teams to translate, categorise and resolve our clients’ issues, wants, and needs. You will also work closely with the Sales and Management teams to identify new opportunities and for us to better understand and serve our clients.

The Role

  • You will be the first point of contact and account manager for a portfolio of medium and large re/insurance and MGA clients, supporting them with anything they need, from ad hoc questions such as platform user questions, to leading quarterly business reviews
  • You will respond to customer issues as they arise, working closely with INARI’s internal teams to solve the problem in a timely and effective manner
  • You will draw insight from data in order to understand customers use of the platform(s) and communicate these insights to the customer as well as the Product team in reviews and via reports
  • You will proactively communicate with customers on a regular basis to understand their needs and gather feedback on our products and service level
  • Based on customer feedback, you will identify opportunities to improve our products and service level and feed this back to the Product and Sales teams
  • You will Identify opportunities for crossselling and work with the Sales and Product teams to close these opportunities
  • You will provide regular feedback to the Product, Technology, Marketing and Sales teams to help develop and improve INARI’s offering for clients
  • You will liaise between clients and the product team in respect of new features and major upcoming product releases
  • You will gather and communicate business intelligence relating to customer accounts, the market, and the competitor landscape to the relevant INARI stakeholders
  • You will stay ontop of competitive product developments across the market and provide feedback to the product, sales, and marketing teams accordingly
  • You will lead small to medium crossfunctional projects to improve the way we work (our process and tools) and the products we offer our customers
  • You will play a key role in the ongoing growth and development of the Customer Success team and be instrumental in how INARI manages its key accounts

The Candidate

  • You will have experience managing medium to large accounts in a relatable sector with little or no supervision including joint business reviews
  • You are commercially minded with experience creating performance reports, forecasting and drawing insight from data
  • You have a good understanding of customer contracts and pricing structures
  • You have project management experience leading crossfunctional projects with external stakeholders
  • You take an analytical approach to tasks, have an eye for detail and document information clearly
  • You can demonstrate strong presentation and communication skills and have the ability to explain complex information in an easytounderstand manner
  • You are able to anticipate opportunities as well as solve problems and resolve issues at pace
  • You are a team player who is calm under pressure and measured with your responses

Building a team where everyone belongs is crucial for us. At inari, we are keen to build the best diverse and inclusive company culture.

If you feel like you don’t meet every single requirement on one of our descriptions but you’re excited about the role, we encourage you to apply anyway. You might be just the right candidate for this role or other roles!

Apply for this Job