Senior Client Success Manager

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. 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.

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 delivery 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 and 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 Forward Deployed Engineering team, while working directly with clients to ensure seamless delivery and long‑term success.

What You’ll Bring

• Insurance Market Expertise: Proven experience navigating commercial and specialty markets (e.g., Lloyd’s, the London Market, or US commercial lines).
• Client‑Centric Background: A strong track record in Customer Success or Account Management, with a proactive approach to building relationships.
• Tech‑Forward Mindset: A genuine passion for digital transformation and a desire to help modernise the industry.

Key Responsibilities

• Client onboarding and solution delivery: Play a pivotal role in the end‑to‑end onboarding and product delivery process for new clients, ensuring quality service and value creation 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, Forward Deployed Engineers, and Client Success teams to shape implementation plans and influence product enhancements.
• Project Governance & Delivery Excellence: Understand and define project objectives, scope and milestone timelines. Establish clear programme‑level governance and roles and responsibilities, to ensure timely, high‑quality delivery of Artificial’s products that meet clients’ objectives.
• 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 ensure adoption and identify optimisation/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

Skills, Experience and Qualifications:

• Executive level communication skills, strong problem‑solving ability, and confidence to navigate challenging conversations with clients.
• Adept at handling multiple clients, experience working in the Client Success or Account Management space.
• Ability to communicate complex technical concepts in a simple and clear manner for clients.
• Familiarity with Google Suite, Notion, Slack, Figma, Asana or similar collaboration tools is advantageous.

We especially want to hear from you if you have:

• Commercial and specialty insurance market experience.
• Underwriting or brokering operations knowledge.
• Transformation experience managing complex/enterprise‑level accounts.
• Change management certification desirable e.g. Prosci.
• Interest in working for a fast‑paced growing company that is propelling the insurance industry forward.

People Skills and Behaviours:

• Self‑starter with strong interpersonal, communication, collaboration and presentation skills.
• Comfortable working in a fast‑changing scale‑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.

Benefits:

• 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
• Company stock options managed through Ledgy
• 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.