At a Glance
- Tasks: Drive customer success and build strong relationships with key stakeholders in the insurance industry.
- Company: Join Insurity, a leading cloud-based software provider for the Property & Casualty market.
- Benefits: Enjoy flexible work options, open PTO, and comprehensive health coverage from day one.
- Other info: Be part of a diverse team that values growth, mentorship, and continuous learning.
- Why this job: Make a real impact in a dynamic role that blends sales, consulting, and customer success.
- Qualifications: 1-3 years in Marine Cargo Insurance or customer success; strong communication and analytical skills.
The predicted salary is between 39000 - 77000 £ per year.
Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed.
We’re seeking a dynamic and versatile Senior Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Insurity Marine Suite (IMS) product group. This cross-functional role blends Sales, Customer Success, Solution Consulting, and Product Expertise to deliver value to our P&C Insurance customers. You’ll be responsible for building strong in-person relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and that their utilization of the Insurity Marine Suite Product is appropriately leveraged to drive these objectives. This role requires domain knowledge in Marine Cargo Insurance, is based in North America, Europe and requires regular in-person engagement with clients and partners.
What Our Customer Success Manager Will Do
- Primary point of management contact for assigned customers
- Accurately capture minutes/actions from meetings
- Prepare professional presentations/reports and effectively lead customer meetings
- Ensure workflow management system and customer-facing tools are up to date
- Provide tool self-service support for customers
- Understand Customer KPIs; measure and track regularly
- Maintain/manage customer expectations and satisfaction
- Develop working relationships with Customer System Champions
- Independently transition low complexity customers from the implementation team
- Ensure contract compliance and accurate billing
- Understand the customer experience and loyalty measures in place (NPS, references, etc.)
- Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities
- Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them
- Uncover potential cross-sell and upsell opportunities
- Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product specific procedures.
- Draft change requests and Statements of Work for small to medium complexity enhancements
- Demonstrate an understanding of revenue recognition and account measurements
Internal Process
- Demonstrate competency in all internal processes & practices
- Provide mentorship to team members
- Stay up to date on industry and job related trends and best practices, including reading relevant publications, articles, blogs, etc.
- Other duties as assigned
Who We’re Looking For
- Minimum 1-3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software
- Minimum 1-3 years' experience minimum in customer success related role, interfacing and working directly with customers.
- Bachelor’s degree in related field (equivalent work experience may be considered)
- Ability to create succinct, audience relevant, objective oriented written documentation (emails, PowerPoint, Word documents etc.)
- Analytical and critical thinking
- Written and oral English communication
- Time management including work planning, prioritization, and organization
- Ability to handle multiple priorities or tasks
- Self-starter and quick learner
- Detail-oriented
- Active listener
- Ability to collaborate and work autonomously
- Flexible and adaptable
- Project Management
- Process analysis, design, and management
- Business Acumen
- Technical Acumen
- Software Development Acumen
- Change management
- Ability to articulately present information
- Meeting facilitation and management
- Ability to disagree and commit
Demonstrate these skills at a high proficient level:
- Data Analysis
- Coaching, training and mentoring
- Customer Advocacy
What’s In It For U
- Work Where You Thrive: Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location.
- Take Time When You Need It: We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
- Benefits That Start on Day One: Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day.
- Living Our Values Every Day: Our core values guide how we hire, grow, and retain the very best talent.
- Award-Winning Onboarding: Our onboarding program is designed to set you up for success and help you make an immediate impact.
- Grow Your Career from Within: We believe in promoting from within.
- Insurity Podcasts: Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.
- Mentorship That Matters: Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
- Earn When You Refer: Our Employee Referral Bonus program rewards you for bringing great people on board.
We have five Core Values at Insurity; one of which is to Act with Integrity. Providing pay transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles according to market trends to ensure our employees are paid fairly. Along with the benefits listed above, the career level salary range for this role is £39,000 to £77,000. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications.
Insurity is proud to be an Equal Opportunity Employer. We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization.
Customer Success Manager employer: Insurity
At Insurity, we pride ourselves on being an exceptional employer that champions both innovation and employee growth. Our collaborative work culture fosters creativity and teamwork, while our comprehensive benefits—including flexible working arrangements, open PTO, and robust health coverage—ensure that our team members thrive both personally and professionally. With a strong commitment to internal promotion and mentorship, we empower our employees to take charge of their careers in a supportive environment that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Insurity. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Insurity before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Insurity:Your cover letter is your chance to shine! Tell us why you want to work at Insurity specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Insurity!
How to prepare for a job interview at Insurity
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
