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Customer Success Manager
Insurance Insider US. Help develop the Customer Success function, including processes, workflows and priorities .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing Customer Success functions, managing client portfolios, and enhancing user engagement through effective onboarding and training. Proficient in utilizing Salesforce for tracking metrics and ensuring compliance while providing actionable insights to improve client experiences.
Highest-signal resume keywords
Customer Success ManagementUser Engagement GrowthClient Onboarding ExperienceSalesforce ProficiencyCoaching and Mentoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client EngagementUser Adoption StrategiesMetrics TrackingProcess DevelopmentWorkflow Management
Soft Skills
Strong Communication SkillsCoaching AbilityClient Feedback Analysis
Tools & Technologies
SalesforceCRM Systems
Industry Keywords
Insurance MarketReinsuranceFinancial ServicesSubscription ProductsMarket Intelligence
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- At least 3 years' experience in a customer success role
- Track record of growing user numbers, engagement or adoption across a client base
- Experience running client onboarding, training or engagement campaigns
- Confidence gathering client feedback and turning it into clear, practical recommendations
- Willingness and readiness to step up into a management role
- Strong written and verbal communication skills
- Proficiency with Salesforce or a comparable CRM
- Experience with subscription, data, research or market intelligence products (desirable)
- Knowledge of the insurance, reinsurance or broking market, or wider financial services (desirable)
- Some experience mentoring, coaching or supervising colleagues (desirable)
Benefits
Comp & perks- Competitive compensation
- Comprehensive benefits
- Opportunities for professional growth
- Hybrid working arrangement