Customer Success Manager, UnderwriteMe
More information about location
Building software products for the life insurance market
Posted today
Building software products for the life insurance market
101-200 employees
Posted today
More information about location
101-200 employees
Company mission
Using tech to ensure everyone who wants life insurance can access it.
Role
Who you are
- The role suits someone who likes structure and process, but also builds strong, trusted relationships. You’ll need to be comfortable working in cross-functional teams, and speaking with senior stakeholders, as well as working in a data-driven environment. You must have:
- B2B SaaS Customer Success experience
- A proven track-record of success in Customer Success
- Extensive experience managing and growing customer accounts across a defined lifecycle using structured methods
- Exceptional communication and relationship-building skills
- Proven nurturing skills
- Used CRM systems – ideally Hubspot
- Self-starter mindset with the ability to execute and improve processes in a fast-paced environment
Desirable
- You will have knowledge or experience of working in the life insurance sector, and within distribution and customer success areas
- Experience working with enterprise customers
What the job involves
- As a Customer Success Manager, you will be the primary point of contact for a portfolio of B2B customers, responsible for executing offline onboarding, adoption and retention strategies. You'll work cross-functionally with Business Development, Product, and Support teams to deliver measurable business outcomes
- Guide new Ideal Customer Profiles through the offline onboarding process using defined playbooks and workflows to ensure a seamless and successful implementation
- Train and educate clients on product features and best practices as set out in the Go To Marketing plans
- Build strong, trust-based relationships with customer stakeholders through regular, structured communication and business reviews
- Use usage data and health scores; proactively engage customers at risk or with growth potential using established intervention protocols
- Follow standardised Customer Success processes across onboarding, QBRs, renewals, and escalations with discipline and consistency
- Drive customer retention by ensuring a clear path to ROI and value realisation
- Hit performance milestones by progressing each firm through the CS pipeline - onboarding, activation, adoption, and long-term retention, tailored to their segment and profile
Our take
UnderwriteMe was founded in 2012 to shake up the UK insurance sector. At the time, life insurance underwriting was an inefficient process typified by a fractured market, slow processes, and non-standardised evidence. UnderwriteMe released its Underwriting Engine which untangled and greatly accelerated the process, allowing it to grow to become the leading provider of insurance tech products across Europe, Asia, and North America.
As a tech-first company, UnderwriteMe has continued to develop its product, innovating to remain at the forefront of the insurance tech sector. It has moved into AI, with its Text Mining Lab that uses natural language processing to read unstructured medical reports and automatically convert them into usable data. It has also formed major strategic partnerships to improve the product, one example being with United Healthcare Group, allowing medical screening requests to be sent electronically. This further shortens the underwriting decision-making process for users of the platform.
Its focus on innovation and strategic partnerships has yielded success, generating significant buzz in the insurance sector and more than 50% year-on-year growth. Moving ahead it will continue to develop its product, doubling down on AI-augmented decision-making tools to further increase the efficiency of the underwriting process.
Kirsty
Company Specialist at Welcome to the Jungle
Meet the team
60 people
Indigo King, Principal Machine Learning Engineer
Our mission
Shaping the future of life insurance underwriting through AIInsights
19% employee growth in 12 months
Company
Employee endorsements
Career progression
"Still being fairly small (150 people) and scaling means people can make an impact and be involved in projects, uncover new opportunities and..."
Company benefits
- Life Assurance - The Company provides a lump sum benefit payment, 9x salary
- Group Income Protection - The aim is to provide an income to employees if they are unable to work long-term, as a result of an illness or injury. 75% of basic salary
- Private Medical Insurance - Provided for all employees via Bupa Healthcare
- Stakeholder Pension Scheme - Up to 15%. The Company offers a group stakeholder pension to aid employees in planning for their future
- Money towards remote setup - £350 for you to be set up and comfortable working remotely
- Employee Assistance Programme - Providing employees with third-party advice on a variety of topics including mental health
- Subsidised Gym Membership - The company subsidises memberships to any gym of employees' choice
- Enhanced Maternity and Paternity scheme
- Bonus Scheme - based on individual and company performance
- 30 days a year working remotely - The opportunity to work abroad or from your home country (for those who may have moved country). This can be broken up through the year
- 24/7 GP Consultation - Through the Employee Assistance Programme, WeCare, employees and their families have access to a UK-based GP anytime it's needed
- Cycle 2 Work Scheme - Enables employees to purchase cycling equipment tax-free by paying for it in installments through salary sacrifice deductions
- 25 days holiday plus company closure for wellbeing days (4x extra days off in 2023)
Company values
- Impact Oriented: Driven by meaningful results, prioritising actions that deliver significant outcomes and contribute to team success. Motivated by value creation and business impact, not titles or status.
- Entrepreneurial: Demonstrate initiative and a proactive approach to identifying and seizing the right opportunities. Show resilience in the face of challenges and maintains a bias for action.
- Curiosity: Exhibit a strong desire to learn and understand new concepts. Approach problems with creativity and persistence, consistently seeking effective solutions.
- Technically Great: Possess a deep understanding of relevant technical skills and knowledge applicable to job role . Apply technical expertise effectively to solve complex issues.
- Strategic Thinkers: Demonstrate an understanding of the broader impact of their role and decisions. Effectively balances immediate actions with strategic planning to ensure alignment with medium-term and long-term organisational objectives.
- Adaptability: Open to feedback and willing to learn from others. Show a growth mindset and the ability to adapt and improve.
Company HQ
St Katharine's & Wapping, London, UK
Articles
Leadership
Andrew Doran
(CEO)Prevously Global Chief Underwriter at Pacif Life Re and was an Underwriting Strategy Manager for Aviva.
Diversity, Equity & Inclusion at UnderwriteMe
Nana (Gyasi)
- Fostering cultural awareness in our organisation
- Enhancing the diversity within our Underwrite Me team
- Reviving our learning curriculum to enhance DE&I knowledge
- Building on our existing affinity groups and DE&I initiatives
- Optimising our hiring practices and removing bias
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