Client Success Manager, INSTANDA
EMEA
+ bonus
More information about location
Insurance software solutions for carriers and MGAs
Be an early applicant
Insurance software solutions for carriers and MGAs
201-500 employees
Be an early applicant
+ bonus
More information about location
201-500 employees
Company mission
To transform how insurance is experiences by everyone, everywhere.
Role
Who you are
- 4 - 7+ years in post‑sale roles (Customer Success, Account Management, Technical Account Management, Engagement/Delivery) in B2B SaaS and/or insurance (carrier, MGA, or vendor)
- Working knowledge of insurance workflows (e.g., rating, underwriting, policy admin, endorsements, claims, billing) and how stakeholders (Product, UW, Ops, Distribution, IT) measure value
- Strong commercial acumen: renewal negotiation, objection handling, and expansion qualification
- Comfortable operating at ticket level (triage, prioritization) while elevating to executive value and ROI narratives
- Proven ability to understand technical nuances in Jira tickets and Freshdesk cases, with enough technical depth to accurately interpret issues, support clients effectively, and liaise confidently with engineering teams
- Analytical and structured communicator; executive presence; outcome‑first mindset
- Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended
- Nice to have: exposure to low/no‑code platforms and APIs
What the job involves
- We’re hiring a Technical Client Success Manager (CSM) to steward a portfolio of core (“reactive”) accounts and to partner with our Strategic Account Managers (SAMs) on named strategic accounts
- You’ll be accountable for adoption, value realisation, renewals, and net revenue retention (NRR) across your reactive book, while operating as a consultative partner alongside SAMs on strategic accounts
- How the portfolio is structured:
- Reactive/Core accounts (You own): Day‑to‑day success, QBRs, renewals, and targeted expansions in a defined book of business. Variable compensation/commission is tied to retention and expansion in this portfolio
- Strategic accounts (You partner): You drive adoption, value mapping, and health insights. The SAM owns commercials (renewals/expansion); you co‑plan and co‑deliver outcomes
- Own the Reactive book:
- Serve as the primary post‑sale contact; build success plans tied to each client’s business outcomes
- Lead renewals end‑to‑end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR
- Identify and close low‑complexity expansions (e.g., additional environments, users, modules) within commercial guardrails
- Run scaled engagement (cadenced check‑ins, QBRs) with crisp executive‑ready storytelling of value, ROI, and roadmap
- Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly
- Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes
- Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring
- Partner across Strategic accounts:
- Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics
- Provide adoption analytics, risk flags, and expansion hypotheses; co‑present at QBRs
- Bring voice‑of‑customer to roadmap; translate platform capabilities into measurable outcomes. (SAM retains commercial ownership.)
- Enablement & continuous improvement:
- Translate client feedback into reproducible plays, knowledge base content, and product requirements
- Contribute to cross‑functional incident reviews and process improvements to raise NPS and lower time‑to‑resolution
- Mentor peers on insurance workflows and INSTANDA best practices
Salary benchmarks
Our take
INSTANDA has brought much-needed innovation into the insurance industry by offering its users a no-code, customisable platform upon which they can build a consumer front-end. The company's platform is updated as frequently as every few weeks to accommodate the needs of its customers' end users, promising them up-to-date offerings without the technological investment.
The insurance market is enormous, and big established players are always looking for new distribution channels. Thanks to this, INSTANDA has onboarded leading insurers like Hiscox, Vitality, and AXA - a critical move, as its success is dependent on attracting and retaining these big brands.
The company has steadily grown its customer base, and secured partners such as Deloitte and Microsoft. The insuretech boom has no doubt contributed to INSTANDA growing its footprint, and allowed it to raise new funding in 2025, which will help it accelerate its next phase of growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Oct 2025
$20m
LATE VC
Jun 2022
$45m
SERIES B
Total funding: $94.1m
Company benefits
- 28 days of leave, plus public holidays
- An additional day's leave for every complete year (max 5 days)
- Dynamic Day of leave every month to do the things you love
- Flexi bank holidays instead of fixed bank holidays
- Allocated charity day for you to make a difference
- Annual Learning & Development allowance of £1250
- £100 each month to spend on wellness activities
- Work anywhere in the world for up to 4 weeks per year
- 6-week paid sabbatical after 6 years’ service
- Employee Assistance Program for 24/7 health and wellness support
- Mental first-aiders to listen and guide
- Crisis 24 online service for safe travelling
- Generous Learning & Development allowance
- Free access to LinkedIn Learning
- Free access to the Microsoft ESI Learning
- Inclusive internal development programs
- Interactive training to deepen platform knowledge
- Competitive pay
- Inclusion in discretional Bonus Scheme
- Life cover
- Group Income Protection
- Company-wide Pension Scheme
Company HQ
City of London, London, UK
Leadership
Tim Hardcastle
(Co-Founder & CEO)Tim was previously the CIO of Hiscox, a specialist insurer and the COO of Agilisys, a fast growing outsourcing/offshoring business.
Derek Hill
(Co-Founder & Group CRO)Derek was previously the Head of IT Services at Hiscox and Agilisys. He has worked with Tim for over a decade now, showing the strength of their partnership.
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