Client Success Manager, Artificial

• This opportunity is ideal for a proactive professional with a background in customer success, account management, or project management—particularly within the London market insurance or broking industry
• Demonstrable experience working within the insurance industry for an Insurer or Broker
• Adept at handling multiple clients simultaneously, experience working in the Client Success or Account Management space
• Project management experience and skills
• Strong business analysis and problem solving capability
• Some experience of providing value-add reporting to clients and internal management team
• Gathering requirements supported by data analysis
• Experience of analysing and documenting process flows
• Experience with communicating complex technical solutions into simple language for clients
• Experience with Google Suite, Notion, Slack, Figma, Jira and other collaborative online software
• Self-starter with strong interpersonal, communication, collaboration and presentation skills
• Comfortable working in a fast-changing start-up environment with all the ambiguities this presents: flexibility will be needed
• Happy to travel to client sites for meetings as required
• Appetite to learn and grow with the company
• Keen to knowledge share and identify improvements across the business

Desirable

• We’re expanding our team to meet the growing needs of our client base and are looking for a Client Success Manager to lead the engagements from initial planning through implementation 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 to drive impactful adoption of Artificial products, increasing client retention and creating advocates
• As a Client Success Manager, you’ll collaborate closely with our Commercial, Product Management, and Solutions Engineering teams, while working directly with clients to ensure seamless delivery and long-term success
• Build strong relationships and manage the successful onboarding of new clients as assigned, attending in-person sessions as necessary
• Understand client needs and act as their advocate internally to support effective product adoption and influence ongoing product development
• Executing the operational delivery to the client working collaboratively with Product Management, Solutions Engineering and Client Success teams
• Coordinate user acceptance testing and provide training to the client, including related materials, during implementation and feature releases
• Manage the transition from go-live to business-as-usual (BAU), ensuring continuity and client satisfaction
• Gather and communicate client feedback and change requests, while managing expectations
• Lead proactive BAU client management, including insights on platform usage and performance stats, and identifying upsell opportunities
• Work closely with our Support team to manage live issues and respond to SLA commitments
• Represent the company at client meetings and industry events
• Demonstrable ownership of least one client (new and/ or existing)
• Form a direct relationship with the client
• Plan and manage a new client engagement, collaborating with the product manager and development team(s)
• Manage development and support issues raised by existing client
• Work collaboratively with client and internal teams to find effective solutions to issues
• Ensure quality and completeness of deliverables to the client
• Ensuring that the client is kept informed of progress in a timely manner and risks are escalated appropriately
• Working to develop processes and reporting which is meaningful and provides insights to both external and internal stakeholders