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- Tasks: Manage client success and drive value for insurance accounts using innovative technology.
- Company: Join INSTANDA, the pioneering no-code platform transforming the insurance industry.
- Benefits: Enjoy competitive salary, generous holiday allowance, and a remote-first work culture.
- Other info: Dynamic environment with opportunities for professional growth and mentorship.
- Why this job: Be at the forefront of Insurtech and make a real impact in client success.
- Qualifications: 4-7 years in customer success or account management, preferably in B2B SaaS or insurance.
The predicted salary is between 60000 - 75000 ÂŁ per year.
INSTANDA is the world's first no code platform for Insurance. A pioneering Insurtech, we’re revolutionising the insurance industry by offering insurers a versatile tool to create, manage, and distribute digital insurance products. Our technology empowers insurance carriers to adapt swiftly to market demands and navigate the evolving landscape. Our technology is consistently recognised as the best policy administration platform for innovative insurers, winning awards in both the UK and US.
INSTANDA has grown significantly in recent years and we are now a team of 180+ employees based in the UK, EMEA and US, with partnerships that operate worldwide. We’re continuing to grow our business and our Client Success Team is at the forefront of our growth plans.
We’re hiring a Technical Client Success Manager (CSM) to steward a portfolio of core (“reactive”) accounts and to partner with our Strategic Account Managers (SAMs) on named strategic accounts. You’ll be accountable for adoption, value realisation, renewals, and net revenue retention (NRR) across your reactive book, while operating as a consultative partner alongside SAMs on strategic accounts.
How the portfolio is structured
- Reactive/Core accounts (You own): Day‑to‑day success, QBRs, renewals, and targeted expansions in a defined book of business. Variable compensation/commission is tied to retention and expansion in this portfolio.
- Strategic accounts (You partner): You drive adoption, value mapping, and health insights. The SAM owns commercials (renewals/expansion); you co‑plan and co‑deliver outcomes.
We are a remote-first organisation, with occasional travel required to our London office.
What you’ll do
- Own the Reactive book: Serve as the primary post‑sale contact; build success plans tied to each client’s business outcomes.
- Lead renewals end‑to‑end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
- Identify and close low‑complexity expansions (e.g., additional environments, users, modules) within commercial guardrails.
- Run scaled engagement (cadenced check‑ins, QBRs) with crisp executive‑ready storytelling of value, ROI, and roadmap.
- Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
- Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes.
- Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring.
- Partner across Strategic accounts: Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics.
- Provide adoption analytics, risk flags, and expansion hypotheses; co‑present at QBRs.
- Bring voice‑of‑customer to roadmap; translate platform capabilities into measurable outcomes. (SAM retains commercial ownership.)
- Enablement & continuous improvement: Translate client feedback into reproducible plays, knowledge base content, and product requirements.
- Contribute to cross‑functional incident reviews and process improvements to raise NPS and reduce time‑to‑resolution.
- Mentor peers on insurance workflows and INSTANDA best practices.
Qualifications/ Skills
- 4 - 7+ years in post‑sale roles (Customer Success, Account Management, Technical Account Management, Engagement/Delivery) in B2B SaaS and/or insurance (carrier, MGA, or vendor).
- Working knowledge of insurance workflows (e.g., rating, underwriting, policy admin, endorsements, claims, billing) and how stakeholders (Product, UW, Ops, Distribution, IT) measure value.
- Strong commercial acumen: renewal negotiation, objection handling, and expansion qualification.
- Comfortable operating at ticket level (triage, prioritization) while elevating to executive value and ROI narratives.
- Proven ability to understand technical nuances in Jira tickets and Freshdesk cases, with enough technical depth to accurately interpret issues, support clients effectively, and liaise confidently with engineering teams.
- Analytical and structured communicator; executive presence; outcome‑first mindset.
- Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended.
- Nice to have: exposure to low/no‑code platforms and APIs.
Benefits
- Competitive salary
- Generous 28 days holiday allowance, in addition to public holidays.
- One Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life admin.
- Remote & Hybrid approach varying with the nature of your role.
- Life cover; income protection and participation in the company pension scheme.
- All employees are included in the company discretionary bonus scheme.
- Annual learning & development allowance of ÂŁ1,250 and free access to Microsoft ESI learning platforms.
Client Success Manager, EMEA employer: Instanda, Inc.
Contact Detail:
Instanda, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Manager, EMEA
✨Tip Number 1
Network like a pro! Reach out to current employees at INSTANDA on LinkedIn. Ask them about their experiences and any tips they might have for landing the Client Success Manager role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by understanding the ins and outs of the insurance industry. Brush up on your knowledge of insurance workflows and how they relate to the role. This will show that you're not just interested in the job, but that you’re ready to hit the ground running.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven client success in the past. Use metrics to back up your achievements – numbers speak volumes and can really impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the INSTANDA team. Good luck!
We think you need these skills to ace Client Success Manager, EMEA
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Success Manager role. Highlight your experience in post-sale roles and any relevant knowledge of insurance workflows. We want to see how your skills align with what we’re looking for!
Showcase Your Technical Skills: Since this role involves a strong technical understanding, don’t shy away from mentioning your familiarity with tools like JIRA and Freshdesk. We love seeing candidates who can bridge the gap between technical details and client success!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make your achievements stand out. We appreciate clarity and want to quickly grasp your value!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Instanda, Inc.
✨Know Your Stuff
Make sure you understand the ins and outs of INSTANDA's platform and the insurance industry. Brush up on key terms and workflows like policy administration, underwriting, and claims. This will help you speak confidently about how you can add value as a Client Success Manager.
✨Showcase Your Success Stories
Prepare specific examples from your past roles where you've successfully managed client relationships or driven renewals. Highlight any metrics that demonstrate your impact, such as increased retention rates or successful upsells. This will show them you have the experience to excel in this role.
✨Ask Insightful Questions
During the interview, ask questions that show your interest in their growth plans and how the Client Success Team fits into that vision. Inquire about their current challenges with client engagement or how they measure success. This demonstrates your proactive mindset and genuine interest in the role.
✨Be Ready for Technical Discussions
Since the role requires a strong technical understanding, be prepared to discuss how you would handle specific scenarios involving JIRA tickets or Freshdesk inquiries. Show that you can bridge the gap between technical issues and client needs, which is crucial for a Technical Client Success Manager.