Client Success Manager

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About Artificial: Help shape the future of specialty insurance. 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, automating the repetitive and structuring the complex, helping 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 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.

Key Responsibilities:

• Help coordinate internal and client resources to ensure timely delivery of product configurations and integrations.
• Assist in running user acceptance testing (UAT) and delivering client training sessions, both remotely and on‑site, ensuring clients are prepared for go‑live.
• Help transition clients from implementation to business‑as‑usual operations, maintaining clear documentation and supporting ongoing client satisfaction.
• Support the team in tracking platform usage, integration performance, and operational metrics, helping to identify opportunities for optimisation.
• Collect client feedback, assist with change requests, and support the development of tools, processes, and insights to improve client experience and delivery efficiency.
• Work closely with Support, Product, and Engineering teams to help resolve live issues and support SLA commitments.
• Assist in client meetings, workshops, and industry events as required, reflecting the company’s commitment to client success.

Skills, Experience and Qualifications:

• Comfortable managing multiple clients or tasks simultaneously, with experience in Client Success, Account Management, or a related support role.
• Exposure to project coordination or project management activities.
• 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:

• Supported complex or enterprise‑level accounts.
• Managed SMB accounts.
• Hold or are pursuing project management certifications (e.g., PRINCE2, SAFe Agilist, PMI‑ACP).
• Are motivated to work in a fast‑paced, growth‑focused company that is transforming the insurance industry.
• People skills 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:

• Support at least one high‑value/enterprise level client relationship, either new or existing, under the guidance of a senior CSM.
• Begin to lead on SMB client accounts.
• Build rapport with client stakeholders, acting as a dependable point of contact for day‑to‑day questions and updates.
• Assist in planning and coordinating a new client onboarding project, collaborating with Product, Development, and Solutions Engineering teams.
• Help manage development and support requests from clients, ensuring timely communication and resolution.
• Collaborate with internal teams to help identify issues and contribute to effective solutions.
• Support the delivery of high‑quality client deliverables, ensuring timelines and scope are maintained.
• Maintain proactive communication with clients, providing updates and flagging potential risks to senior team members.
• Begin contributing to internal processes, documentation, and reporting frameworks that provide useful insights for clients and the team.

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.