Customer Success Manager - Insurance in Coventry

BCIS provides the construction cost intelligence behind rebuild cost decisions across the UK insurance market, from point of quote through to portfolio management and reinsurance modelling. We're investing significantly in our insurance division and expanding the team to support its development.

We're looking for a Customer Success Manager to play a key part in this. You'll make sure our insurance customers get the most from BCIS, from onboarding and adoption through to renewal and account growth, while also running the sales processes, proposals and reporting that support our insurance sales team.

This is initially a stand-alone role covering customer onboarding and adoption, account management, sales operations and proposals. As we scale, you'll have the opportunity to build and manage a team of your own. You will ensure every new customer is onboarded effectively and sees value early, leading to strong renewal rates, account growth and customers who are happy to recommend us.

What you'll be doing

• Designing and running a consistent onboarding process for new BCIS Rebuild Plus customers, from kick-off through integration to go-live.
• Coordinating with our Product, Data and Technical teams on integrations, configuration and issue resolution.
• Creating training materials, running training sessions for customer teams and tracking user adoption and engagement in each customer account so you can act early on any gaps.
• Identifying opportunities to grow existing accounts and working with our Insurance Sales Director on joint account plans for strategic customers.
• Developing case studies, references, testimonials and speaking opportunities with customers.
• Owning our customer relationship management (CRM) system across the insurance division, including its structure, data quality and sales stages.
• Building and maintaining a target account plan for the top 50 brokers and key insurers.
• Producing weekly pipeline and forecast reporting and turning the results into clear recommendations.
• Managing proposals, tender responses and due diligence questionnaires, and building templates that make them quicker and easier to produce.
• Creating and maintaining core sales materials, including pitch decks, case studies, competitor comparisons and product summaries, with our marketing lead.
• Coordinating senior meetings, workshops and follow-ups with brokers and insurers so our Insurance Sales Director can focus on customer relationships and securing new business.
• Working closely with colleagues across BCIS to give our customers a consistently good experience and make our sales processes as efficient as possible.

About you

You'll be an experienced customer success or account management professional with a background in the UK general insurance market, having worked for or with insurers, brokers or managing general agents (MGAs). Insurance market experience is essential for this role, including a good understanding of rebuild cost and sums insured.

You're at ease with customers in any setting, whether you're training a customer service team or presenting to an insurer's senior leadership. You're comfortable balancing competing priorities in an evolving business where processes change.

You'll be:

• Always looking for better ways of doing things.
• Pragmatic and credible when dealing with senior stakeholders.
• Practical and hands-on, happy to build the process and do the work.
• Keen to build and manage a team as the function grows.
• Experienced in customer success, account management or sales operations, with strong CRM and reporting skills.

Why BCIS?

Insurers, brokers and MGAs across the UK rely on our residential and commercial rebuild cost data to make more consistent decisions, manage underinsurance risk and get better insight into their portfolios.

We're investing in our products, bringing new ones to market and expanding our work with the UK's leading insurers and brokers. This role is central to that. You'll have the freedom to shape how the function works, you'll see the direct impact of your work on the division’s success, and you’ll have the opportunity to build and manage a team as we scale.

We're a remote-first organisation and we take work-life balance seriously. We trust our people to do their best work wherever they're based and to fit their work around their lives. You'll also spend regular time with customers and in our offices, so you'll stay close to the team and the market.

Our benefits include:

• 25 days' annual leave plus bank holidays, increasing each year with length of service up to 32 days.
• One paid Wellbeing Day each year.
• Salary sacrifice pension with company contributions matched up to 5%.
• Death in Service cover at three times your annual salary, and an income protection scheme.
• Enhanced maternity and paternity pay.
• Enhanced occupational sick pay, increasing with length of service.
• One professional membership paid for by BCIS.
• Unum Help@hand health and wellbeing platform, an annual flu jab and an annual eye test.

If you don't meet every point above but think you could do this role, we'd still like to hear from you. We're an equal opportunities employer and we welcome applications from everyone, whatever their background. We want our team to reflect the customers and communities we work with. If you need any adjustments to take part in the recruitment process, please let us know and we'll be happy to help.

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