Insurance Insider US

Customer Success Manager

• Help develop the Customer Success function, including processes, workflows and priorities
• Set engagement and usage targets with Commercial Leadership and track progress
• Improve the client experience as the function grows
• Manage, coach and support 1–2 Customer Success Executives
• Manage a portfolio of clients alongside the team
• Work with Account Managers to maximise client value from subscriptions
• Grow user numbers and increase product usage depth and frequency
• Run onboarding, training sessions and engagement campaigns
• Identify low-engagement clients and improve engagement ahead of renewal
• Flag expansion opportunities to Account Management and Sales
• Gather client feedback on content, products and service
• Share insights with Editorial, Research and Product teams to inform enhancements
• Track and report user engagement and usage metrics
• Maintain accurate Salesforce records and ensure team compliance

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Customer Success Manager