Senior Client Success Manager in London

About Artificial

At Artificial, we're building the next generation of technology for the specialty (re)insurance market. Our mission is to transform how brokers and carriers operate in complex markets by removing operational barriers and enabling smarter, faster decision-making. We use modern technology to solve real challenges for some of the world's leading brokers and insurers. By automating the repetitive and structuring the complex, we help our partners unlock new opportunities for innovation and growth.

You'll be joining a collaborative team that values curiosity, ownership, and continuous learning. We work in an environment where ideas are heard, support is built-in, and outcomes matter. Everyone here has the chance to make a tangible impact on our products, our customers, and the industry.

In 2024, we raised £8M in Series A+ funding led by Augmentum Fintech, with continued support from MS&AD Ventures and FOMCAP IV. It's an exciting time to join us as we scale our impact in London and beyond.

If you're looking to do meaningful work that's already changing the industry for the better, we'd love to hear from you.

About the role

We're expanding our team to meet the growing needs of our client base and are looking for a Senior 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 Senior 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. This opportunity is ideal for a proactive professional with a background in customer success, account management, or project management. This is a hybrid role.

Responsibilities

• Lead client onboarding and solution delivery: Manage the end-to-end onboarding and integration process for new clients, ensuring seamless project delivery from Commercial handover to go-live and into BAU steady state.
• Build trusted client partnerships: Develop strong relationships with client stakeholders, coordinating activities to understand their business objectives, workflows, and integration requirements to drive successful solution adoption.
• Champion client needs internally: Act as the client advocate within Artificial, collaborating with Product, Solutions Engineering, and Client Success teams to shape implementation plans and influence product enhancements.
• Own implementation project management: Define project scope, timelines, and milestones; coordinate internal and client resources to ensure timely, high-quality delivery of product configurations and integrations.
• Coordinate testing and training: Oversee user acceptance testing (UAT) and deliver client training sessions, both remotely and on-site, ensuring readiness for launch and ongoing product proficiency.
• Manage go-live and transition to BAU: Responsible for transitioning a client from implementation to business-as-usual (BAU) operations, ensuring smooth transition, clear documentation, and ongoing client satisfaction.
• Monitor performance and engagement: Proactively analyse platform usage, integration performance, and operational metrics to identify optimisation and growth opportunities.
• Drive continuous improvement: Capture client feedback, manage change requests, and provide structured insights to enhance client experience, delivery processes, and product capabilities.
• Collaborate cross-functionally: Partner closely with Support, Product, and Engineering teams to triage and resolve live issues, ensuring SLA adherence and continuous improvement of service quality.
• Represent the company externally: Act as the company's ambassador in client meetings, workshops, and industry events.

About you

• Adept at handling multiple clients simultaneously, experience working in the Client Success or Account Management space.
• Project management experience and skills.
• Strong analytical and problem-solving skills, with the ability to gather requirements and support data-driven insights.
• Experience documenting processes, workflows, or client requirements.
• Ability to communicate complex technical concepts in a simple and clear manner for clients.
• Familiarity with Google Suite, Notion, Slack, Figma, or similar collaboration tools is advantageous.

We especially want to hear from you if you have:

• Project management experience managing complex / enterprise level accounts.
• Project management certification advantageous (e.g. PRINCE2, SAFe Agilist, PMI-ACP).
• Interested in working for a fast pace growing company, that are propelling the insurance industry forward.
• People skills & behaviour.
• 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.

First Three Months

In your first three months, you'll focus on establishing credibility with clients and internal teams by demonstrating strong ownership, collaboration, and delivery discipline. Specifically, you will:

• Take full ownership of at least one client relationship, whether a new onboarding or an existing account.
• Build direct, trusted relationships with client stakeholders, acting as their primary point of contact from early onboarding stages.
• Plan and lead a new client onboarding project, collaborating closely with Product Managers, Developers, and Solutions Engineers to deliver product configurations and integrations effectively.
• Manage development and support requests from existing clients, ensuring timely and transparent resolution.
• Work collaboratively with clients and cross-functional teams to identify root causes and deliver effective, sustainable solutions.
• Ensure all deliverables meet agreed quality standards, timelines, and scope requirements.
• Maintain proactive client communication, providing regular progress updates and escalating risks or dependencies as needed.
• Begin shaping operational processes, documentation, and reporting frameworks that generate meaningful insights for both clients and internal stakeholders.

Benefits

• Competitive salary.
• Private medical insurance.
• Income protection insurance.
• Life insurance of 4 * base salary.
• On-site gym and shower facilities.
• Enhanced maternity and paternity pay.
• Team social events and company parties.
• Salary exchange on pension and nursery fees.
• Access to Maji, the financial wellbeing platform.
• Milestone Birthday Bonus and a Life Events leave policy.
• Generous holiday allowance of 28 days plus national holidays.
• Home office and equipment allowance, and a company MacBook.
• Learning allowance and leave to attend conferences or take exams.
• YuLife employee benefits, including EAP and bereavement helplines.
• For each new hire, we plant a tree through our partnership with Ecologi Action.
• The best coffee machine in London, handmade in Italy and imported just for us!

We're proud to be an equal opportunities employer and are committed to building a team that reflects the diverse communities around us. If there's anything you need to make the hiring process more accessible, just let us know—we're happy to make adjustments. You're also welcome to share your preferred pronouns with us at any point.

Think you don't meet every requirement? Please apply anyway. We value potential as much as experience, and we know that raw talent counts.

As part of our hiring process, we'll carry out some background checks. These may include a criminal record check, reviewing your credit history, speaking with previous employers and confirming your academic qualifications.